How Chatbots Can Help Insurance Providers Improve the Customer Journey

The year posted the greatest number of AI start-ups to date, and industry commentators heralded the era of the machine had arrived. During this period of excitement about the potential of technology to save the planet and deliver world peace, Business Insider confidently predicted that 80% of businesses would be operating chatbots by 2022. The bot answers questions around the clock and is fast because it can handle multiple chat cases at the same time. More importantly, the use of chat bots allows employees to free up time to handle more complex cases where personal contact is important.

• Zego for example, started in 2016, wanted to solve the problem for business insurance by providing quick and easy business insurance to save time and money.
• The scarcity of chatbots within the insurance sector and business more broadly shows that there is a large amount of skepticism towards the use of AI in customer service channels, and rightly so.
• The theory behind AI aims to help us understand how we can make humans and machines more alike in a bid to make our daily lives more productive and more efficient.
• Monitoring the chat bot’s customer management is critical to ensure businesses stay within regulations.
• Savings also come from employee retention; when employees are allowed to spend their time doing more meaningful work, turnover decreases, cutting rehiring and retraining costs to the bone.
• That’s why customers consider Click4Assistance the best live chat provider in the UK.

Many businesses have noted their reservations to adopting Chat Bots due to the believed impact they may have upon customer service standards. AI chatbots are revolutionizing the insurance industry by automating tasks, improving efficiency, and enhancing customer service. Despite challenges such as building customer trust, addressing ethical concerns, and ensuring transparency in AI use, they offer a wide range of benefits, such as 24/7 customer assistance, streamlined processes, cost savings, and improved scalability. NLP technology is likely to improve over time, enabling chatbots to better understand and respond to user queries. The potential integration of voice-enabled chatbots can serve as a major leap in enhancing customer service, making the bots more interactive and user-friendly.

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With a feature rich, easy to use solution which continues to develop you ensure your organisation is future proofed to handle new messaging platforms and exceed your customers expectation. The latest iteration ChatGPT 4 was launched at the end of April 2023 and already promises a leap forward, it’s more polished, more accurate, can deal with image inputs, and will offer https://www.metadialog.com/ even greater business opportunities. Scale-up insurer Lemonade says it can now deploy “fully compliant generative AI capabilities at scale” as it looks to improve operational efficiency. For the most part the IA considers itself akin to a doctor or a consultant aiming to leave a broker company in a better place than where it started before the start of the inspection.

Having their journey simplified and more efficiently dealt with will not only ensure a happy customer, but also reinforces their loyalty, a key marker of success in the insurance sector. In addition, chatbots free up customer service agents’ time by taking on some of the agent’s workload by completing the more mundane tasks, such as updating contact details or providing a refund. Not only does this reduce the overall call handling time – a key metric in the contact centre – but it also enables the agent to spend more time with the customer on more complex matters. In a time when over 80% of adults have a smartphone (Deloitte), automated digital tools such as chatbots offer customers more communication channels to speak with their insurance provider, channels that are available 24/7.

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From fault diagnosis and suggested resolutions, to booking or modifying appointments, sending reminders, confirmations and tracking estimated arrival times; chatbots are improving the customer experience, reducing wasted appointments and saving money. NIMO will provide instant assistance to INZMO customers, addressing frequently asked questions relating to the company’s insurance products – helping them make more informed decisions. This includes providing information on a policy, claim procedures, coverage options, and pricing structures while ensuring users receive accurate and comprehensive information tailored to their specific needs. AI chatbots have the potential to revolutionize the insurance industry by automating tasks, improving efficiency, and enhancing customer service. In this super lengthy article, we will explore the current use of AI chatbots, their benefits, challenges, and future prospects. At that initial founders meeting we looked 5 years into the future and asked, what would it take to turn the claims model upside-down from an insurer-centric model to being customer-centric?

Some people feel comfortable on the phone, others don’t or can’t use a telephone easily as a communication channel. With many people sitting at computers all day, live chat facilities have soared in popularity in recent years. At First4Lawyers, we have had a live chat service on our website for more than five years, and have hundreds of chats per month. The ProNavigator team is busy honing their AI and natural language processing engine, building more voice integrations and “working alongside the customer support agents using the tools we’ve built” to understand how to make them better, says Joseph. Jeff thinks chat will transform the industry as soon as major insurance companies allow brokers to access their APIs and sell insurance directly online. For now, Aiden can provide a quote but a human broker has to follow up to close the deal.

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In an official release by Lemonade, the insurtech said that through utilising their proprietary claims resolution system, they had managed to settle a legitimate insurance claim in an astonishing two seconds, a feat previously thought unattainable. Executives revealed that their chatbot, AI Jim, played a crucial role in this achievement. Within that two-second timeframe, AI Jim evaluated the claim, checked policy conditions, performed anti-fraud algorithms, and promptly approved the claim. The chatbot then swiftly initiated the payment process with the bank and promptly informed the policyholder about the accepted claim. Johannesburg-based startup Naked has been able to cut the cost of acquiring new clients to about half that of traditional direct insurance companies, using the power of new technology, claims the startup’s co-founder Alex Thomson. Pre-pandemic, customers were already expecting more flexible ways of contacting businesses, and likewise businesses were becoming increasingly aware of the need to ensure accessibility for all.

They are often far faster than humans at replying, but are restrictive and follow a pattern or script. Most chatbots can respond in natural language, but they can’t improvise; at least, not yet. Indeed, insurers are looking to automate the likes of claims and refund requests to help cope with increased workloads and remove some of the burden from contact centre agents. The coronavirus pandemic has disrupted the customer chatbot insurance claims service industry at every point, from consumer spending habits, to the time of day they choose to contact customer service. For the insurance sector, customer behaviours have also changed as people juggle the financial impacts of the pandemic and seek protection with the likes of business, travel, health and life insurance. As a result, insurers are fielding an increase in calls about coverage, policies and claims.

We are only really scratching the surface when we consider chatbots and their use within insurance customer service. AI which uses deep learning models can offer far more complex solutions to everyday insurance problems, from processing claims and analysing risk, to marketing new insurance products and even arranging claims. As an industry which handles vast amounts of data every minute, the world of insurance is crying out for new technologies to ensure better outcomes for insurance customers. Hence why we developed a lightweight claims management system so claims handlers could jump-in at any time or handle exceptions when customers didn’t complete digitally.

The use of artificial intelligence (AI) chatbots is poised to greatly impact the insurance industry. From automating tasks and improving efficiency to enhancing customer service, AI-powered chatbots have a key role to play. However, arguably the most critical insurance processes remain some of the most frustrating ones.

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You’ve heard the chatbot hype, now get ready for the chatbot reality – the robots are not just coming to insurance, they’ve arrived. Excalibur uses a ProNavigator-powered chatbot named Aiden to generate leads, serve customers and “stay ahead of the curve,” says Jeff. But a new generation of insurance industry professionals are trying to change that, with a little help from a chatbot. Chatbots such as SnatchBot and Botsify are easy to install, popular online AI chatbot platforms which can be used on websites alongside messaging channels such as Facebook Messenger, Telegram, Slack, SMS, etc. These ready to use AI tools can be customised to a company’s preference which means that previous programming knowledge is not essential. With chatbots on board, they are demonstrating their intuitive intelligence through their amazing texting abilities – and since humans like to text a lot – this feature is proving to be extremely favourable.

A chatbot can help instantly or triage and connect a customer directly to a live agent. Utilities customers are using chatbots to respond to customer account and billing queries. Provide great customer service 24 hours a day, 7 days a week and 365 days a year. Today’s customers expect to be able to get answers at any time of day or night. Virtual assistants mean you can answer or triage customer enquiries round the clock without having to schedule human agents. Whether it’s on a web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS or IVR, the customer gets the same service with the same automation, meaning customer experience is consistent across all channels.

They can reduce call volume by deflecting up to 50% of calls away from agents. In the insurance sector, they are reshaping everything from policy recommendations to claims processing, enabling insurers to service customers at all hours of the day, even with a reduced workforce. From automating FAQs and updating information, through to getting a quote and securing payments, chatbots are certainly making an impact across the insurance industry. AI powered chatbots are transforming customer service across every industry sector, delivering considerable cost savings with payback periods within a matter of months. Rolling out customer service chatbots can save thousands of agent hours by enabling customer self-service, increasing First Contact Resolution and reducing Average Handle Time. Contact Centre agents are freed from repetitive, non-value-added tasks to focus on delivering a great customer experience.

While some of this negative sentiment is from customers who are unhappy about the status of their claim, it is also operational challenges. InsTech’s research team maintains a database of insurance technology companies, called ATLAS. We use ATLAS to help our insurance corporate members identify potential clients and partners. We’ve now developed our own generative AI tool to keep the database updated and increase the capacity of our research team (allowing them to write more newsletters like this one). Every time someone at InsTech comes across a new company, they enter the web address of the company into “AtlasBot”. If the company is already in our database, AtlasBot returns the relevant entry.

With the technology always evolving, chatbots can even now begin to understand the sentiment of customers. So, if a customer using the chatbot is showing signs of anger or frustration for example, the claim enquiry could be immediately escalated to a human agent for resolution. Chatbots are saving housing providers money and employee time by streamlining repairs and maintenance.

The motivation for chatbot adoption doesn’t need to be just outweighing the negatives of intensive customer service support, no matter how lucrative this may be. Chatbots also provide a much more tailored and conversational response to potential chatbot insurance claims customers instead of just being greeted by a standard web page. Indeed, in research by Userlike, 68% of respondents felt that they had a positive experience with a site as a result of the chatbot being able to answer their query quickly.