Author: Larissa Welman

Despite South African insurers investing significantly in digital transformation over the past decade, many customers still experience fragmented and slow journeys that rely heavily on manual processes. Agentic Artificial Intelligence (AI), however, is emerging as the technology capable of closing this gap. Unlike traditional AI and early generative AI, which have focused primarily on analytics, pattern recognition, rule-based automation and content creation, agentic AI represents a fundamental shift in capability. Agentic AI introduces autonomous digital agents that can plan, execute, and optimise tasks across the entire customer journey. Rather than simply answering questions, it can plan and execute tasks autonomously,…