Conversational AI for the Insurance Industry

In some cases, the virtual agent bot can help resolve the problem without escalation. Conversational AI can make customer interactions more personalized and comfortable, delivering quality experiences across all channels be that voice or digital, WhatsApp, Facebook Messenger or other platforms, while maintaining a streamlined approach. TAs the way insurance is marketed, underwritten, and sold has changed, insurers now have more data on their customers than ever before. On the part of clients, there is an element of care and consideration which comes with talking to a real person. Live agents are more dynamic, able to make decisions on what’s best for clients in the moment. Cultural sensitivity may also need to be considered, as chat bots often cannot discern between sarcasm, jokes or bluntness.