AI and work · strategy stress test

Automate the claims desk

You run a 60-person claims operation. A document-AI vendor can take over intake and first-pass adjudication. How hard do you push the rollout?

The savings are real and the board knows it. The knowledge that makes hard claims go right lives in about twenty experienced adjusters, and they are watching how you handle the first quarter.

You (operations lead) versus The experienced adjusters. Payoffs are modeled, not measured.

Your opening moves

• Aggressive automation. Cut 40% of the desk in one quarter and let the tool absorb the volume.
• Phased automation. Automate intake now, adjudication next year, and say so.
• Redesign the process first. Spend two quarters rebuilding intake with the adjusters before automating any of it.

The assumption you control

Share of experienced adjusters who leave within a year of an aggressive cut. The rehearsal shows the value at which the best opening move changes. Twist: The board ratifies the phase plan.

Concepts at work: Principal-Agent, Subgame-Perfect Equilibrium. See the glossary and all rehearsals.