A candid conversation with Marcus Ryu and Amrish Singh on what actually drives results in claims + servicing AI.

01 Where AI is actually delivering, and where it stalls. Most deployments don't fail because of the technology, they fail because of how they're implemented.

02 Why rethinking workflows matters more than adding tools. Layering AI on top of broken processes doesn't fix them. The carriers seeing real outcomes are the ones redesigning how work gets done, not just automating what exists.

03 Build vs. buy isn't the real question. Execution, ownership, and control are. This is the decision most teams get wrong, and it's the one with the longest tail.

04 What "system of action" means, and why it's replacing point solutions. Disconnected AI tools create new coordination problems. Here's what a different architecture looks like in practice.