Mitchell Releases Fourth Quarter Industry Trends Report
Mitchell International released its Industry Trends Report (ITR) for the fourth quarter of 2019. Mitchell executives share insights on challenges and opportunities with emotion AI and claims; the impact of the increasing complexity and risks associated with repairing car windshields; and the important value of data and analytics for claims managers.
Emotion AI is the concept that artificial intelligence technologies can recognize human emotions. For example, emotion AI looks for cues that may include facial expressions or micro-movements, eye movements, heart rate and blood pressure changes, and voice volume, tone, and speed. But what does it mean for humans, both within claims organizations and for the customers they serve?
In the third article in his series on humane automation, The Future of Humane Automation in Property & Casualty and Collision Repair: Emotion AI, Mitchell President and CEO, Alex Sun, writes that emotion AI has numerous applications in the claims process, from triaging calls in a call center to helping claims organizations better understand the customer experience.
As Sun explains, “Emotion AI has the potential to help prevent automobile and workplace accidents, to streamline the claims process in the event that an accident occurs, and to enhance the delivery of care after an accident or injury. In terms of claims automation, it may help claims organizations connect and respond more quickly to the emotional sensitivities of their customers, all who are experiencing a stressful life event.”
The glass business is undergoing unprecedented change, making it even more challenging to efficiently ensure proper and safe glass repair. In 2020 Vision: A Look at Proper and Safe Glass Repair, Mitchell Vice President of Sales and Service, Jack Rozint, explores the tools and technology glass businesses will need to address this growing complexity.
“For those vehicles that have front lane departure systems where the camera points through the front glass, the replacement of a windshield takes on completely new levels of complexity,” states Rozint. He goes on to say, “It is not uncommon for a specific make and model to have 20 or more possible different windshield SKUs,” that reflect a growing number of available parts.
Rozint observes, “Glass repair businesses will require new tools and new technologies to remain successful in the competitive marketplace, and these tools must have the capability to connect all systems and data throughout the repair process. Integrated systems can deliver the functionality and data access for glass repair today, along with compliance with OEM standards and recalibration of vehicle safety systems.”
The Auto Physical Damage edition also explores what to look for in the coming year with Top Five Automotive Trends for 2020, and dives deeper into issues around electrification of vehicles, material complexity and vehicle automation. In addition, the report includes the latest Average Length of Rental for Repairable Vehicles in Q3 of 2019 and Current Used Vehicle Market Conditions.