In this Spotlight on Insurtech Insights interview, Connor Mankouski, Senior Enterprise Account Executive at Second Nature, discusses how the company is helping insurers improve training and onboarding through AI-powered role play technology. Working across sales, customer service, claims, and leadership functions, Second Nature enables organisations to create customised training scenarios aligned to their processes, procedures, and policies. Reflecting on the company’s approach, he explains: “Typically we help with training and onboarding new hires, or maybe a low performer who’s struggling with objection handling or competitive differentiations, so all of the role plays are customized to help the organization train to their sales process, their procedures, their policies.”

Looking at the wider market, Connor highlights AI as the biggest opportunity facing the insurance industry. He explains how AI has the potential to improve outcomes for insurers while making interactions easier for policyholders, particularly around claims handling and customer experiences. As he puts it: “I think AI is going to be both beneficial to the actual organizations, so the insurers, but also the end users and the consumers to help their life be a little bit easier, filing claims, having accurate claims, and handling denials of claims immensely.”