Unum leverages AI and machine learning for better customer experiences and operational efficiency

Customer Story

Unum Group is a leading provider of employee benefits in the US. The company provides disability, life, and other insurance products to millions of people across the country. To improve its digital strategy, Unum Group aimed to leverage artificial intelligence (AI) to streamline claims processing and enhance consumer touchpoints.
Unum Website


Unum is an insurance and employee benefits provider that has been using technology to enhance customer experience and operational efficiency. In this case study, we will examine Unum's relationship with Ushur, an AI and machine learning start-up, and how the company has been able to leverage Ushur's technology to improve its business processes and customer experience.


Unum's Chief Strategy Officer, Marco Forato, has been at the forefront of the company's technology-driven approach to business. Over the last four years, the company has been actively seeking out start-ups that can provide an offering, platform, or technology that can be integrated into its business processes. This approach has enabled Unum to move away from the traditional mindset of building everything in-house and instead focus on partnering with experts who can help them to achieve their goals.


One of the main challenges faced by Unum in its search for technology solutions is to ensure that any technology it adopts enhances customer experience and reduces operating expenses. To achieve this, Unum has two key criteria that it looks for when evaluating technology solutions. The first is whether the technology can make the company more efficient in the way it operates. The second is how the technology will impact customer experience and how it can be used to make that experience the best it can be.


One of the start-ups that Unum has partnered with is Ushur, which specializes in AI and machine learning. Unum began its relationship with Ushur by starting a small proof of concept, and it has since grown to become a significant part of the company's operations. Ushur's technology is used across Unum's benefits and call centers to help customers solve problems quickly and avoid human interaction that takes longer. The technology is used to enhance the customer experience and reduce expenses by making Unum's operations more lean.


Unum's partnership with Ushur has been successful in enhancing the company's operations and customer experience. The use of AI and machine learning technology has enabled Unum to quickly solve problems, making it easier for customers to interact with the company. The technology has also reduced Unum's expenses by streamlining its operations and making them more efficient. Overall, the partnership has helped Unum to achieve its goals of enhancing customer experience and reducing operating expenses.


Unum's partnership with Ushur is an excellent example of how technology can be leveraged to enhance customer experience and reduce operating expenses. By partnering with start-ups like Ushur, Unum has been able to adopt cutting-edge technology that has helped the company to become more efficient and effective in serving its customers. As more companies look to adopt technology-driven approaches, Unum's case study provides a blueprint for success.

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