Exploring the Role of Artificial Intelligence in Strengthening Operational Risk Resilience in the Insurance Sector

Presently, leveraging artificial intelligence (AI) in the insurance domain can lead to economic and societal advantages that reach beyond the scope of insurers and their customers by bolstering risk consolidation and advancing risk diminishment, mitigation and proactive prevention. To foster the adoption of AI systems and realise these benefits, this research aims to investigate the role of AI in strengthening operational risk resilience (ORR) in the digital era. Also, research offers a comprehensive strategy for harnessing AI’s capabilities during disruptions to enhance ORR. The primary data were collected from 317 professionals from selected insurance organisations in India, including executives, managers and employees. Empirical testing of the study’s hypotheses was analysed through the structural equation modelling approach. The findings revealed that AI directly and positively impacted ORR and adaptive capabilities (AC), and the AC directly and positively impacted ORR. The implication of this research highlights that the insurance sector should be more flexible when implementing AI, and it effectively manages organisational risks and disruptions.