Dwight Heppner: Bots Can Do Agency Tasks, But Do They Have A Soul?

In this episode of Agency Intelligence podcast, host Jason Cass interviews Dwight Heppner, Manager of Digital Strategy at Guild Insurance Group. Episode Highlights: Dwight discusses his roles as the Manager of Digital Strategy, what Guild Insurance does, and how they utilize robotic processing automation. (5:47) Dwight explains that after doing a thorough cost analysis, they discovered that it takes the brokers 5 minutes to complete the pre-renewal procedure, but the bot they built with Quandri just takes 30 to 40 seconds. (8:03) Dwight explains how they conduct their full cost analysis and identify the process's pain points. (11:39) Dwight explains that their next step is in Epic, which will pull up both policies in electronic data format, and the bot will compare the old and current policies and then bring back that information and put it in an activity for the broker. (14:18) Dwight mentions that his next goal with Quandri is to analyze their whole book of personal lines policies ahead of time. (16:58) Dwight explains the importance of brokers having accurate data or background information while working with clients. (21:38) Dwight shares that in the personal lines market, they have 12,000 policies for homeowners that they are working on. (25:08) Dwight believes that robotics improve people's capacity to handle a bigger volume of business. (32:22) Key Quotes: “My next goal, and it's something you know, I've talked to Quandri about, and it's definitely possible, it probably takes a little bit from their back end, is to do that analysis on our full book of personal lines policies beforehand.” - Dwight Heppner “We might get to a point where innovation is starting to help us with the size and what we're doing with our clients. I think that that's a huge piece to all of this, for sure. ” - Dwight Heppner “I've talked to a lot of people in the last little while, and they're like, “How do I start?”, “What do I do?” And it's, get your data cleaned up, right? Try and make sure you have good data, because when you move it in Epic, that doesn't mean it's clean, right? Your opportunity is now to do that.” - Dwight Heppner Resources Mentioned: Dwight Heppner LinkedIn Guild Insurance Group Reach out to Jason Cass Agency Intelligence