[28:52] Use AI for Operational Effectivity, Human Service as Your Aggressive Benefit — Tory shares that Amica invests in AI for transcription automation, claims processing and buyer perception evaluation, utilizing AI to question hundreds of thousands of name conversations (with PII eliminated) to determine unmet product wants like e-bikes or bikes that ought to transfer to the product roadmap. Nonetheless, the group intentionally retains all customer-facing interactions human-led, recognizing that empathetic service supply is their irreplaceable aggressive benefit in a commoditized class. This balanced method treats AI as a power multiplier for human functionality relatively than a substitute, releasing service representatives from administrative burden to spend extra time on significant buyer engagement and protection counseling.
