Insurance Quality Assurance Trends 2021
The insurance technology sector has modernized into advanced business to adjust to the changing patterns of technology. The insurance industry is widespread across areas like life, health, property and casualty that make insurers rely on various types of software as per the end-users’ needs. In the past few years, insurance companies have seen quick developments and DevOps digital transformation that help them in policy administration, claiming process, billing, and so much more.
For an insurance provider, a wide range of coverage in different domains is normal, but this comes with its own set of problems for Quality Assurance (QA) organizations, where they are forced to rethink how to operate to be able to keep up with the cadence of product releases.
Here are a few trends that we might see, as QA in the Insurance Industry attempts to transform itself in 2021.
Machine Learning (ML) with Artificial Intelligence (AI)
AI and ML might become an integral part of the insurance business by the end of 2020 as their functionality effects are promising. These technologies take care of the tasks related to automation testing and software quality assurance. Market and market reports that the AI market to reach an estimated valuation of $190.6 billion by 2025. To progress with their data-mining efforts, we can see insurance providers heavily invest in AI and ML technologies by early 2021. That is where the future of growth lies.
AI consumes far less time and energy to complete a set of tasks as compared to what a human would. ML helps to automate those tasks. Every part of the insurance business – marketing, operation, accounts to claims, policy, billing, etc. will be taken care of by the AI and ML.
In 2021, the automation testing industry may see a complete re-moulding with AI & ML acting as catalysts. Quality Assurance tools will speed up UI/GUI testing for websites/web applications with the help of AI/ML technology by enabling patterns and visual validation.
Continuous Deployment & Shift-Left Testing
Early-stage startups and large corporations are using DevOps increasingly. They now gather feedback continuously & incorporate them into the product release with the help of shift-left testing. Continuous Deployment (CD) validates the changes in the deployment of the stable release to the production environment and codebase, using selenium automation testing. Instead of working in a silo, the QA team would coordinate and work with the development and product teams, with shift-left testing.
The DevOps and continuous deployment of product testing and delivery have proven their potential, and organizations have started to take note. The focus on automation, cloud-based testing, cross-browser testing, etc. will intensify as DevOps will morph into continuous deployment. QA teams and the operations team will work together to ensure timely, ‘quality product’ releases. This would mean a seamless and integrated software release process. 2021 will be the era of automation testing.
UX – User experience
Usability is a hot topic for any business. End-user satisfaction is the top priority in software quality assurance. Enter Hallway testing. Hallway Testing, a sort of usability testing, plays an important role in identifying usability errors in the product an immensely useful technique to test end-user satisfaction.
A presentation on the Hallway testing technique focused on usability testing. To test the user experience and hence user satisfaction, a random group of people, with no knowledge about the product, were given simple tasks to perform. It is a valuable approach, as random users would perform differently than a developer team would. This would also make a difference in how the users perceive things. The Hallway testing technique makes it possible to discover errors in areas beyond the scope of testing.
As mobile phones become more powerful, the global mobile-app development industry will see a phenomenal growth. Mobile-app testing will become very important as apps need to be tested across different sets of devices and operating systems before their launches and periodically while in operation. QA ensures that the end-user should not face any issues. For insurance experts, it is important to provide an excellent mobile user experience. We can expect tighter integration between mobile device labs and testing tools in the future, as it becomes a pressing need.
Internet of Things (IoT)
The Internet of Things (IoT) is a technology in trend. The evolution of 5G & other emerging networking technologies has allowed IoT to gain momentum and will continue to help it gain prominence in the very near future. Gartner’s report suggests a 20-fold increase in the global use of smart devices.
IoT (and IIoT) are already in regular use across various industries like embedded systems, manufacturing, government sectors, and consumer electronics. The data generated by the connected help businesses with critical insights for planning appropriate actions. This will improve efficiency.
IoT and IIoT application testing shall also see massive growth, as it has a significant number of benefits. These benefits include improved defect prevention at the early stages of product development, test coverage, accelerated automated testing. As more devices are connected over time, IoT application testing will soon become a trend in software testing.
Insurance providers are looking to provide better solutions and improved user experience to their customers. For this, they tend to look at technology as a major facilitator. Voice assisted technology is one of them. Voice assisted technology has caught the attention of the insurance industry. The insurers now aim to make use of the best audio to text converting solutions to help them efficiently address customer queries about various insurance products on offer.
Some of the biggest brands in the world are now integrating voice-recognition technology in all areas of their business.
The benefit of voice technology analytics to improve call centre QA is that it can listen to 100% of the conversations and extract information about your customers’ inclinations dependent statements mentioned or actions are taken.
This technology helps customer service executives achieve efficient operations with the customers.
This also provides the functionality of managing over 80% of insurance claims without the customers needing to speak to anyone.
Through the use of sentiment analysis, the speech recognition system can accurately determine the tone of the customer’s voice and its underlying emotions.
2020 witnessed the launch of a range of voice-assisted, smart technology speakers. Voice-assisted technology is rapidly gaining popularity and is now an integral part of our daily lives through its use in smartphones, electronic devices, and home appliances. Those times are long gone, where you had to manually press a button to wake up a device from its hibernation. Now everything is achieved through voice commands.
Companies shall continue to invest heavily in R&D in various aspects of the voice-assisted technology – dialect detection, personalization, removal of background noise from voice samples, etc., for wider adoption of the technology.
Though the use of this technology promises a lot of comforts, it does have its risk. Privacy and accuracy issues continue to grow as significant areas of concern that could limit voice-assisted technology growth.
Google suggests that currently, 27% of the global online population is utilizing voice search on mobile. Though the testing of voice technology is tricky, the automation testing frameworks are continuing to accommodate ‘voice commands’ in their road map of growth. Most of these expectations may see the light of the day by early 2021.
The Insurance Industry is set to leap forward with its Quality Assurance efforts in 2020. Commitment to change and the careful selection of the right consulting partner to help with the transformation initiative is crucial.