Page 20 - Australasian Paint & Panel Nov-Dec 2019

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LIVE COVERAGE
PAINT&PANEL NOVEMBER / DECEMBER 2019
making the world a safer place for our customers is important and we try to connect every job back to that purpose.”
Nguyen said something that was ech- oed throughout the day, that Google re- views and ranking are essential to attract Millennial customers and that conveni- ence in your service is also paramount. I asked Tulloch how important being digi- tally savvy was to IAG when they chose their repairers and suppliers. “It’s criti- cal, all of our customers now expect almost realtime updates. They need
to be simple, relevant and available on the platform of their choosing.”
AI TOTAL LOSS APP
Brian Hill from Verisk Analytics, a global company that advises the insurance in- dustry talked about the use of artificial in- telligence as a triage tool. A powerful slide showed that the 20 largest global auto in- surers have all lost money in the period of 2010 to 2016. There are many issues con- tributing to this. Some of these problems are being answered through telematics and 'user-based' insurance. He pointed out that as Millennials are not loyal, it
means that in order to keep them as cus- tomers their claims experience has to be not just good but excellent. It is often in the early stages of the claim where things can do wrong but there's always the di- lemma of service, speed and cost saving. He asked how do we reduce the adminis- tration costs - how much does it cost to keep a claim open per week, day or hour?
Today’s consumer values convenience over
loyalty. If your business isn’t easy to find ...”
Intelligent Inspection was conceived by two men from the salvage business who saw how long it could take for a ve- hicle to be declared a total loss and reach their yard. Artificial intelligence (AI) is all about machine learning. It takes a massive amount of data (which Verisk has) for the AI to learn. Intelli- gent Inspection is an app. The driver in-
puts the car registration and answers some key questions such as speed at the time of the accident and whether or not the airbag was deployed. They are then prompted to take a series of photographs of the damaged car. The AI uses that in- formation and comes to a decision as to whether the vehicle is a total loss - this takes 40 seconds. The app is currently 80% accurate and there are a number of reasons why it fails to make the right de- cision such as the photos weren't good enough. So the vehicle can either be towed directly to a salvage or to a repair shop. The app can also generate a list of parts which can be sent to the repairer to order straight away, speeding up the repair cycle time.
ADAS STRATEGIES
Nikki Gerling from Bosch gave a review of the advanced driver assistance sys- tems (ADAS) already in the vehicle parc and emphasised how safety critical it is to get the recalibration right. The sys- tems are multiplying on a steep curve. For instance autonomous braking sys- tems have increased from 20% of cars in
CLOCKWISE FROM TOP LEFT: Brian Hill from Verisk; Millennial Panel from left: Steve Lozenkovski, James Nguyen and Shaun Janks; Nikki Gerling from Bosch. Keynote speaker Claire Madden; Shaun Janks from DingGo