New York Life’s Scott Berlin discusses human-centered AI transformation and the future of work

New York Life | June 15, 2026

In a TechTarget interview, the New York Life Group Benefit Solutions leader shares how artificial intelligence and digital agents can elevate employee roles and improve customer experiences.

Scott Berlin, senior vice president and head of Group Insurance at New York Life, was featured in a recent TechTarget article called “IBM Think: AI transformation aims to shrink process, lift people” following his panel appearance at the IBM Think 2026 conference in Boston. The article explores how leaders in highly regulated industries are approaching artificial intelligence not simply as a technology upgrade, but as a fundamental rethinking of how work gets done.

In the article, Berlin emphasizes that New York Life’s AI strategy is grounded first and foremost in people, with technology serving as an enabler rather than the end goal.

“Any time anybody says ‘AI transformation,’ the natural inclination is to think of it as a technology project, but transformation at its core is really about people,” said Berlin. “We are going to redefine the interaction model between our people, our technology platforms and the new digital agents that we’re building. So, we are really going to rewrite every job description in the business over the next few years.”

Berlin discusses the efforts across New York Life Group Benefit Solutions to modernize and implement digital agents to reduce administrative burden and free employees to focus on higher-value, human-to-human interactions. By automating routine and transactional tasks, the team aims to elevate roles, create new opportunities for upskilling, and improve the overall customer and employee experience.

The piece also highlights Berlin’s long-term view of AI adoption as a multi-year journey — one that requires bold thinking alongside thoughtful execution.

“At some point the intersection of reality will happen,” Berlin added. “But we really want to think big and bold in this moment.”

Berlin’s perspective reinforces New York Life’s broader commitment to become a technology-, data- and AI-powered company, empowering people, redesigning processes and supporting sustainable transformation across the business.

Read the full TechTarget article here to learn more about how New York Life is shaping the future of work.