Wayne Mitchell

AI Decision-Making in Warranty & Claims: Where Should the Human Stay in the Loop?

As AI moves from assisting employees to influencing and potentially making operational decisions, warranty and claims leaders face a critical question: What decisions should AI make, what decisions should it recommend, and where is human judgment essential?

This session will explore the practical boundaries of AI across customer care, warranty claims and fraud prevention from real-time agent guidance and claim triage to automated approvals and fraud intervention.

Bio

Wayne Mitchell is the Global Senior Vice President of Automotive Solutions for Sedgwick, where he leverages more than 25 years of automotive industry experience by developing the highest quality solutions and services to automotive industry.

Prior to joining Sedgwick, Wayne held a variety of roles for a global automotive diagnostic software and services company, accelerating through the ranks to become head of sales and operations. During this time, he delivered solutions to OEM’s, dealerships, automotive aftermarket companies, and the collision industry.

Wayne is licensed airframe and power plant technician, ASE certified automotive technician, a member of the Society of Automotive Analysts (SAA,) Society of Consumer Affair Professionals (SOCAP) and Specialty Equipment Manufacturers Association (SEMA) attended Regis University in Denver, Colorado and Vanderbilt’s Owen School of Management in Nashville, Tennessee.