Client Outcomes Stand at the Centre of SHARE's Business

Tuesday 18 December 2018, 3:20PM
By Beckie Wright

Why personal service is ‘impossible to replace’ with Artificial Intelligence (AI)

With a sudden surge of chatbots and AI algorithms flooding the adviser market, digitising a business has been the next logical step forward for many brokers. Back-end systems are being overhauled and robots are increasingly taking over day-to-day tasks; however, it can also become easy to lose focus and forget that at the end of the day, customers still need that human touch.

It’s easy to assume that all the new generation wants is one tap on a smartphone to complete their transactions, however the human touch should never be undervalued, and the client outcomes should always stand at the centre of any move towards digitisation.

The industry has come a long way over the last few decades when it comes to technology and New Zealand’s financial services sector has largely continued to prioritise human interaction. We have come through the whole revolution of going through one-page faxes to now using bot-type systems to communicate with clients, and it’s really strengthened the business. But that doesn’t mean that we can just let robots and AI run our businesses.

If we look at the generations we’re communicating with, we’re now up to Gen Z – and what do they all do? They work off glass and instantaneous satisfaction. We’re all of that era now where nothing can happen yesterday, but we still want to talk to a human being.

The financial industry is embracing that a lot quicker than other industries, but they still need to have a knowledge and understanding of what it means to have a good customer outcome.

SHARE’s focus is to provide a client-centric network that offers a range of relevant and compliant financial advice on insurance, investments and mortgages, and they also take the time to understand the needs and goals of individuals and businesses, so they can tailor a solution for each one’s unique circumstances.

Collectively, SHARE has a wealth of knowledge and it is this knowledge and experience they share with you, so you don’t end up paying for a policy you don’t need, and for more information on insurance brokers, New Zealand investments and health insurance NZ please go to .