O’Connor Insurance Associates, Inc.

What AI tool is your team using? (I.e., which tool would you like to highlight for this survey?)
Claude.

Please describe how you are currently leveraging the AI tool above at your agency. What was the main goal or friction point you were trying to solve for when implementing it?
We wanted a single AI that was versatile enough to meet a variety of needs for everyone on our team. Examples of how we’re currently using it:

Creating/improving processes & procedures

Brainstorming ideas (such as team KPI’s, automations, customer service suggestions)

Content creation (documents, checklists, emails, summaries, marketing ideas, internal guides…)

Document review/analysis/ comparison (agency documents, contract review, identifying trends, etc.)

Document, spreadsheet, & powerpoint creation/editing

Meeting note summaries/ analysis

Technology assistance (vendor info/comparisons, tech auditing, technical/IT troubleshooting questions)

Training Support (Onboarding plans, training checklists/guides)

Researching a variety of topics

How did you find the tool or approach you chose, and what made you pick it over other options?
We tested several different AI’s before deciding. We created a list of criteria and scored the results each one produced for different needs. For example, some can’t generate actual documents, which was a capability we knew we really wanted. Others had trouble generating images. We considered how well they produced the desired results, how many adjustments it took to reach those results, and whether we were able to get the results in the output formats we wanted. Claude consistently had better results in most categories.

What does your AI use actually look like day-to-day — who uses it, how often, and how long did it take to get going?
Everyone on our team now has it. We took our time with testing and deciding on which one to use. 2 of our team members tested first, then we rolled out to the leadership team, then to the rest of our team. There were several months between deciding to start testing to when we rolled it out to everyone.

Day to day usage often involves asking questions, generating sharable documents, pulling content and analyzing information from multiple documents, and evaluating processes

What worked better than expected? What didn’t go as planned?
The artifacts that you can build are extremely cool. We knew we could use the existing ones from testing, but once we went on the team plan, we discovered we could build any artifact we want, and share it with the rest of our team. We didn’t quite understand how to quantify/measure usage, so when a couple of us hit the usage limits and got kicked from what we were doing, it was unexpected. (We are on the team plan, rather than the enterprise plan, which has lower usage limits per user).

What’s the one thing you’d tell another agent/agency who’s thinking about starting — and what do you wish someone had told you first?
Take your time researching and getting to know its capabilities before releasing it to your team. Sharing a few examples of how you use it and what it can do gives everyone a better starting point and helps with successful implementation.

I wish we’d had a real understanding of the usage limits and the true difference between the Team and Enterprise level plans (other than just the price difference).