Joseph Ours, Centric Consulting’s Director of AI Solutions, was recently featured in a CIO.com article discussing the transformative potential of agentic AI in business processes.
The article, “AI Agents Will Transform Business Processes — and Magnify Risks,” explores the growing adoption of agentic AI across various industries and its potential to revolutionize business processes.
“AI is as disruptive as the Industrial Revolution was to agricultural societies,” Ours said. “We shouldn’t implement it without putting in some tools, or people are going to be resistant, and you’ll get suboptimal results.”
Ours shared insights from a project Centric Consulting is undertaking with a midsized regional property and casualty insurance company. The project aims to replace an existing, costly system for processing customer emails related to insurance claims with a custom agentic AI solution.
Ours explained that the company’s current system involves two different vendors unlikely to merge with or acquire one another, “so you’re not going to get that synergy,” Ours said.
Centric built a custom agentic framework with an LLM-agnostic backend, allowing flexibility in the choice of AI models (OpenAI, Google’s Gemini, or Anthropic’s Claude). It uses OpenAI’s GPT-4 for handling scanned documents and images, such as photographs of damage. For tasks where gen AI would be overkill, the platform uses traditional software or function calls.
The framework is now in a pilot phase with updates to security guardrails and customer experience coming. The new agentic AI system is projected to save around $1 million per year.