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A dissertação realizada pretende analisar o impacto da implementação da Inteligência Artificial numa seguradora com atuação em Portugal, com um especial foco nos desafios éticos, operacionais e de segurança que ela implica, aquando da sua aplicação no setor em causa. Depois do estabelecimento de tecnologias no dia a dia de cada indivíduo, a inteligência artificial surge para revolucionar a forma como percecionamos o mundo tecnológico, tanto a nível de lazer como a nível laboral. No setor segurador abriu portas para a possibilidade de automatização de processos, produtos desenvolvidos à medida do cliente, a maior facilidade em detetar fraudes e ainda a otimização na análise de risco e de dados. Estas possibilidades representam também desafios e inquietações quanto à transparência e enviesamento de dados sensíveis, proteção de dados e a fiabilidade nestes tipos de sistemas, ainda pouco avaliados. Para este estudo, foram selecionados três colaboradores da seguradora em estudo, que representam os desafios estudados ao longo da investigação, sendo eles das áreas de Risco, Compliance e Contact Center. Esta escolha permite identificar o estágio de implementação de inteligência artificial em que a seguradora se encontra, mas também identificar os diferentes papéis de cada área e as suas perceções relativamente aos riscos e benefícios. O Contact Center é a área com uma aplicação mais direta, enquanto as áreas de Compliance e Risco desempenham um papel mais prudente, definindo o tipo de controlo ético e regulatório a aplicar. Os resultados apresentados demonstram que, dependendo do papel de cada colaborador, a perceção relativamente à inteligência artificial muda e é dada uma grande ênfase à importância da criação de uma governação bem sustentada, promovendo a inovação tecnológica.
This study aims to analyze the impact of the implementation of Artificial Intelligence in an insurance company operating in Portugal, with a special focus on the ethical, operational, and security challenges it poses when applied in this sector. After the establishment of technologies in the daily lives of everyone, artificial intelligence has emerged to revolutionize the way we perceive the technological world, both in terms of leisure and work. In the insurance sector, it has opened the door to the possibility of process automation, customer-tailored products, easier fraud detection, and optimization of risk and data analysis. These possibilities also represent challenges and concerns regarding the transparency and bias of sensitive data, data protection, and the reliability of these types of systems, which have yet to be fully evaluated. For this study, three employees from the insurance company under study were selected, representing the challenges studied throughout the investigation, from the areas of Risk, Compliance, and Contact Center. This choice allows us to identify the stage of artificial intelligence implementation at which the insurance company finds itself but also identifies the different roles of each area and their perceptions regarding risks and benefits. The Contact Center is the area with the most direct application, while the Compliance and Risk areas play a more prudent role, defining the type of ethical and regulatory control to be applied. The results presented show that, depending on the role of each employee, the perception of artificial intelligence changes, and great emphasis is placed on the importance of creating wellsupported governance, promoting technological innovation.
This study aims to analyze the impact of the implementation of Artificial Intelligence in an insurance company operating in Portugal, with a special focus on the ethical, operational, and security challenges it poses when applied in this sector. After the establishment of technologies in the daily lives of everyone, artificial intelligence has emerged to revolutionize the way we perceive the technological world, both in terms of leisure and work. In the insurance sector, it has opened the door to the possibility of process automation, customer-tailored products, easier fraud detection, and optimization of risk and data analysis. These possibilities also represent challenges and concerns regarding the transparency and bias of sensitive data, data protection, and the reliability of these types of systems, which have yet to be fully evaluated. For this study, three employees from the insurance company under study were selected, representing the challenges studied throughout the investigation, from the areas of Risk, Compliance, and Contact Center. This choice allows us to identify the stage of artificial intelligence implementation at which the insurance company finds itself but also identifies the different roles of each area and their perceptions regarding risks and benefits. The Contact Center is the area with the most direct application, while the Compliance and Risk areas play a more prudent role, defining the type of ethical and regulatory control to be applied. The results presented show that, depending on the role of each employee, the perception of artificial intelligence changes, and great emphasis is placed on the importance of creating wellsupported governance, promoting technological innovation.
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Inteligência Artificial Ética Segurança Operacional Seguro Artificial Intelligence Ethics Security Operational Insurance