The Mississippi Insurance Department will integrate artificial intelligence into consumer complaint forms.
On Monday, the state agency announced that its consumer services division is launching an AI platform to help consumers complete the documentation necessary to file a dispute with an insurance company.
Using the bot, which the agency is calling “Janie,” all folks have to do is pick up the phone and dial (601) 843-6925, followed by a couple of simple steps.
Once a consumer has called the number, the individual will explain why a complaint is being filed. Next, Janie will ask for information, including the consumer’s name, phone number, address, insurance company, and policy information. Once that information has been provided, Janie will complete the complaint form and submit it to the Mississippi Insurance Department.
The bot, offered by Entratus.ai, will collect most information, but those who have additional documentation, such as bills, will be required to submit that via email within two days. After submission of the complaint, one should expect a written response from the company within 20 working days, per officials.
“This option will not replace the traditional means of speaking to a live representative,” Insurance Commissioner Mike Chaney said. “We aren’t replacing people here at the MID. You’ll still be able to talk to a real-life person. You’ll also still be able to fill out the form using traditional channels, such as email, fax, or traditional mail.”
