Agentic Workforce: The Next Stage in AI Evolution

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When people talk about agents in the insurance industry, they usually mean insurance agents who sell policies on behalf of the insurer. But it can also be worthwhile for the industry to invest in artificial intelligence (AI) agents. An “agentic workforce” can increasingly take on responsibility, make decisions, and control entire processes. It can support human employees in everything from claims processing to portfolio management.

What are two AI agents on a server? Answer: an “agentic workforce.” Few terms are used as regularly in the insurance industry as “agent.” But recently, there has been one more agent: the AI agent. After explaining why AI agents are relevant in my March column, this time I would like to discuss how AI agents are increasingly taking on responsibility, making decisions, and controlling entire processes. They are the nucleus of an “agentic workforce.”

What defines an AI agent?

A particularly catchy definition can be found at US venture capitalist Bessemer Venture Partners and is based on five core elements:

• State & perception: AI agents have an internal state – typically in the form of a so-called foundation model – and can perceive and interpret their environment. Foundation models are neural AI networks that have been trained with large data sets to be able to handle a wide range of tasks.

• Intelligence & logic: They are capable of deductive reasoning – including planning, reflection, learning, and self-assessment.

• Capacity for action: AI agents perform actions independently – such as writing emails, triggering workflows, or communicating with third-party systems.

• Complexity capability: They handle dynamic and multi-step tasks that typically require human expertise.

• Reliability & permissions: AI agents operate with clear access rights and responsibilities – comparable to identity and access management in IT security.

What does this mean for insurers?

The insurance industry is particularly well suited for an “agentic workforce”: high information density, document-centric processes, repetitive but complex decision-making logic, and increasing regulatory requirements. AI agents offer a double opportunity here: they increase the efficiency of existing processes while enabling entirely new operating models.

The very first examples are already in production: in claims processing, agents orchestrate documents, analyze correlations, and thus support claims experts. In portfolio management, AI agents provide support by analyzing and categorizing entire portfolios according to specific criteria. Humans remain in the loop – but increasingly at a significantly higher level.

The “agentic workforce” is not a distant dream – it is happening right now. Insurers who get in early can not only realize efficiency gains, but also position their organization for the future.

But perhaps the most remarkable insight is the speed at which the technology is developing. The most important message to insurance executives is to start introducing AI. Or as Bessemer puts it: If you don't believe in the immediate possibility of an AI-based working world, there is a risk that this is precisely what is an illusion.

German Version: Agentic Workforce: Die nächste Evoutionsstufe der KI

Read more: Agentic Workforce: Die nächste Evoutionsstufe der KI

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