If You Can Sell Insurance, You Can Sell Anything ft. Tory Pachis of Amica Insurance

[28:52] Use AI for Operational Efficiency, Human Service as Your Competitive Advantage — Tory shares that Amica invests in AI for transcription automation, claims processing and customer insight analysis, using AI to query millions of call conversations (with PII removed) to identify unmet product needs like e-bikes or motorcycles that should move to the product roadmap. However, the organization deliberately keeps all customer-facing interactions human-led, recognizing that empathetic service delivery is their irreplaceable competitive advantage in a commoditized category. This balanced approach treats AI as a force multiplier for human capability rather than a replacement, freeing service representatives from administrative burden to spend more time on meaningful customer engagement and coverage counseling.