Chatbots are rarely deployed stand-alone by insurers and are most commonly used alongside ML and VAs. Chatbots are primarily used in sales/distribution and customer service functions (including no-touch claims processing), with some implementations spanning multiple functional areas as insurers strive to improve the customer service experience. Many of the front-office use cases also extend out to the agency channel and can be used on a variety of platforms, including voice, web, mobile and Facebook Messenger. Specific use cases in the insurance industry include support for administrative tasks. These can include how to obtain a copy of policy or find content on a webpage, point of quote and bind, automated billing chat capability, handling property first notice of loss (FNOL) claims and claims intake, and requesting photos and video, reducing the time to inspect. Life insurers are also using chatbots to support personal health and wellness enrollment and coaching, as insurers are now progressing from sales-oriented use cases through to additional self-service use cases for policyholders. Strong understanding of insurance terminology is essential to meet engagement needs.
Recommended Actions:
Focus on domain expertise, prebuilt terminology/learning and insurance-specific use cases when targeting the insurance industry, including insurance-related terminology and specific interactions that occur through the insurance value chain, such as FNOL notification or midterm adjustments. ■ Identify critical points in customer processes where the conversation needs to be switched from chatbot to human to maintain a positive customer experience. Incorporate queue management capabilities to expedite switching between channels and rapidly transfer the customer to a customer service representative or call center agent. ■
Recommended Reading:
Prioritize Chatbot Application to Meet Current and Future Self-Service Demand ■
Gartner Fast Answer: What should I know about Chatbots?
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Gartner, Inc. | G00786204
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