Spilt Lemonade

Here is an interesting Lemonade story which will very likely become a cautionary tale about insurtech, AI and PR....And how it can go wrong! In a Twitter thread Monday that the company later deleted and called “awful,” Lemonade announced that the customer service AI chatbots it uses collect as much as 1,600 data points from a single video of a customer answering 13 questions. “Our AI carefully analyzes these videos for signs of fraud. It can pick up non-verbal cues that traditional insurers can't, since they don’t use a digital claims process,” the company said in a now-deleted tweet.

The thread implied that Lemonade was able to detect whether a person was lying in their video and could thus decline insurance claims if its AI believed a person was lying. AI experts on Twitter immediately mocked and contested the claim, pointing out that the entire premise of so-called "emotion recognition" systems, which claim to detect a person's mood or mental state, is highly suspect. They also raised the well-established point that these systems are inherently biased.

Source: InsurTech World