Yeah, my understanding is that they’re integrated right now, with drive-thru attendants jumping in when the AI fails. That’s why I think the tech won’t actually change things fundamentally for the industry; if someone that has to be able to drop what they’re doing and jump on the intercom at a moments notice, it’s not like that job can be eliminated. When self-checkout lanes were introduced, people thought they would take over super markets and eliminate hundreds of jobs, but very few companies fully committed to them, and they’ve become a supplement, not a substitute.
What you’re describing with claim emails seems much more feasible than replacing real-time human interactions, but I wonder how many companies would prefer to have AI parse through emails. It seems like that would be more efficient and accurate (at least for the company) to just force customers to manually enter their claim details into an online portal, and call me cynical, but I can’t see insurance companies being all that motivated to make filing claims easier and faster for consumers. I bet that kind of tech would be very desirable in sales though, where a customer could just send an email and receive an AI generated quote.