Document Type : Research Paper
Authors
1 Master's student in Quality and Productivity Management, University of Tehran, Tehran, Iran
2 Professor, Department of Industrial Management, Faculty of management, University of Tehran, Tehran, Iran
3 Associate Professor, Department of Industrial Management, Faculty of management, University of Tehran, Tehran, Iran
Abstract
In the present era, the impact of artificial intelligence (AI) on all industries, including the insurance industry, is unmistakable. AI utilization aids the insurance sector in predicting various risks and, consequently, implementing appropriate management strategies. This study aimed to identify and rank applications of AI that improve the quality of insurance services . The Social Security Organization has been selected as the case study. The research is applied in nature and exploratory in methodology, conducted as a cross-sectional study. Initially, various AI applications in the insurance industry were extracted from the literature. In the second step, these data were refined with expert opinions. Subsequently, the ranking of the indicators was performed using questionnaires and multi-criteria decision-making methods. For data analysis, the FARE method was employed for weighting the indicators, followed by the formation of a decision matrix, with options ranked using the MARCOS method. According to the research findings, among the AI applications in the insurance industry, the group "Data Analysis and Processing" ranked first, "Customer Services" ranked third, and both "Cybersecurity" and "Automation" ranked fourth. Therefore, this study highlights the importance of preparing the groundwork for big data analysis.
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