So some of the things that we've managed to do, I think, in the last couple of years are probably as a result of that, that support that the C-suite has given us.

[upbeat music] We started very much with a view of we wanted to drive customer value and benefit.

So we wanted to look for solutions that we believed would improve the customer experience, improve the customer journey.

And so that, again, it, it drills you into an area quite, quite easily, if you like.

If, if you know that that's the outcome you're trying to get to, then you look for areas where you say, "Where is that potentially less efficient for a customer than it could be? Where is that, um, slower, or what is the problem that we want to solve?" And, and that led us to some of our early successes.

So one of the first things that we put into production, and we scaled, and then we shared out across multiple products and markets, very proud of that, was a claims summarization solution.

And, and, and just very simply, you know, our, our, our claims handlers that talk directly to, to customers do, do an amazing job.

[upbeat music]

It's a personal kind of angle.

I completely believe in the democratization of AI, and it's certainly something that we've led with in Aviva as well.

So why do I believe that? That's probably a bit of a multifaceted [chuckles] answer is, is the truth.

Firstly, you can learn a lot from what's happened in the past.

So if I use the digital revolution, actually, what, what we saw there was people who had access to the right capabilities, there's a socioeconomic advantage to that.

So actually, you know, culturally, broadly, uh, I think people having access to things which are fundamentally a power for good in their lives, which I believe AI is, is a force for good, um, that is helpful and valuable for, for human beings and for people in general.

How do you go about identifying those use cases that, you know, the business will benefit from? Could you give us some examples at Aviva? What gets you excited with AI?

We started very much with a view of we wanted to drive customer value and benefit.

So we wanted to look for solutions that we believed would improve the customer experience, improve the customer journey.

And so that, again, it, it drills you into an area quite, quite easily, if you like.

If, if you know that that's the outcome you're trying to get to, then you look for areas where you say, "Where is that potentially less efficient for a customer than it could be? Where is that, um, slower, or what is the problem that we want to solve?" And, and that led us to some of our early successes.

So one of the first things that we put into production and we scaled and then we shared out across multiple products and markets, very proud of that, was a claims summarization solution.

And, and, and just very simply, you know, our, our, our claims handlers that talk directly to, to customers do, do an amazing job.

We've talked about the opportunities, the outcomes, but it'd be great to get your perspective on, you know, what are the remaining challenges and try and balance out a little bit the, the hype.