What is Insurance Chatbots? + 5 Use-case, Examples, Tools & Future

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insurance chatbot

Claims processing is usually a protracted process with a large window for human error and delays which can be eliminated at each stage. You will need to use an metadialog.com at each stage to ensure the process is streamlined. Onboard customers, provide detailed quotes, educate buyers and enable 24/7 customer support during claims and renewals with DRUID conversational AI.

  • But not all insurance companies are seeing the same return from chatbot technology.
  • The chatbot can then create a small window of opportunity through conversation to cross-sell and up-sell more products.
  • Robotic Process Automation, which connects them to the business’ back-office systems, can help them achieve this (RPA).
  • They are no longer willing to wait on the phone or online for a customer service representative.
  • Over that time, we’ve built out a robust natural language understanding model.
  • This guide explores how insurance companies can improve outdated customer communication systems and manual processes that are stifling efforts to keep pace with evolving regulations and customer expectations.

For example, after a major natural event, insurers can send customers details on how to file a claim before they start getting thousands of calls on how to do so. Being available 24/7 and across multiple channels, an automated tool will let policyholders file insurance claims or get urgent support and advice whenever and however they want. IBM Watson Assistant uses natural language processing and customer data so that the chatbots set the right tone. Nienke is a smart chatbot with the capabilities to answer all questions about insurance services and products. Deployed on the company’s website as a virtual host, the bot also provides a list of FAQs to match the customer’s interests next to the answer.

Use Case of Generative AI Chatbot for Insurance #3. Cross compare insurance products

Now that we’ve shown you how chatbots can positively transform insurance service, efficiency, and even employee engagement, here are some different ways to integrate your service personnel and virtual agents. This helps to streamline insurance processes for greater efficiency and in turn savings. The need to commonly transfer customer inquiries to two or more employees is a warning sign of a people-driven support process that cannot manually keep pace with the variety of customer questions. Unburdening employees from the minutiae frees them to focus limited agent time on higher-touch, personal interactions with their clients; also addressing more complex queries in a timely manner. A chatbot is an application of machine learning that leverages historical dialogue data and consequently is more powerful and adaptable than software built with rigid and traditional software logic. This increased flexibility can help policyholders do everything from learning more about their insurance and selected benefits to submitting a claim and checking its status.

  • It is enough for the insured party to disclose the nature of their claim in verbal form.
  • In this demo the customer responds to a promotional notification from the app which is upselling an additional policy type for said customer.
  • You can also scale support through an insurance chatbot across channels and consolidate chats under a single platform.
  • It swiftly answers insurance questions related to all the products/services available with the company.
  • The article delves into the numerous use cases of Generative AI chatbots for insurance industry, highlighting the benefits of their integration.
  • The latest insurance chatbot use case you can implement is fraud detection.

Furthermore, chatbots can manage several customer interactions simultaneously, guaranteeing that no client is left waiting for a reply or stuck on hold for hours. Agents will focus on providing relevant coverage and assisting consumers with portfolio management. Such focus is due to the use of intelligent personal assistants to streamline processes and AI-enabled bots to uncover new offers for customers.

Key Results for Leading Insurance Brand

Thanks to automated request processing, the client spends less time, and the business can standardize the process and store customer information conveniently. Chatbots can educate clients by showing “how it works” (policy purchase, making an appointment, filing a claim, etc.) and make suggestions based on customer behavior. AI bots also allow insurance customers to switch between different communication channels without having to “re-introduce themselves” (as it really annoys many buyer personas, according to DICEUS studies). In today’s fast-paced, digital-first world of insurance, speed and customer experience are two priority differentiators that Watson Assistant absolutely delivers on. According to a survey, 53% of consumers are more likely to end up purchasing online if they can message the business directly.

How is AI used in insurance?

AI can help insurers evaluate risk more accurately by analyzing large amounts of data such as historical claims data, credit scores and social media activity—thereby enabling insurers to offer personalized coverage to customers and price policies more accurately.

Insurance carriers can use chatbots to handle broker relationships in addition to customer-facing chatbots. Furthermore, chatbots can respond to questions, especially if they deal with complex client requests. This also applies when you need to know how an application is progressing. Submitting a claim, known as the First Notice of Loss (FNOL), requires the policyholder to complete a form and provide supporting documents. This can be made easier by using a chatbot that engages in a conversation with the policyholder, collecting the necessary information and requesting documents to streamline the claim filing process.

Frequently asked questions

The rapid trend of digitization has brought significant changes in diverse sectors and the insurance industry is no exception in this regard. Customers expect seamless, on-demand services and a more personalized experience. The increasing competition in the insurance industry has brought many options for customers to choose from. Nowadays, customers can shop for policies online, read reviews and compare offerings of different insurance providers and even self-service their policies. Investing in AI-powered insurance chatbots can help enhance customer experience.

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Digital transformation in insurance has been underway for many years and was recently accelerated by the Covid-19 pandemic. When today’s members interact with their health insurance provider, they’re in need of easy access to answers and quick resolutions. We’ll create conversational flow in the preferred language, lead the technical setup, and deliver a fully functional chatbot solution. Evaluate and improve your chatbot marketing campaigns based on performance data. Analyse each step of the customer with Typbot chat funnel and keyword analytics tool.

JKV insurance

They’ll make customer contacts more meaningful by shortening them and tailoring each one to the client’s present and future demands. Based on machine learning (ML), chatbots can predict which insurance policies a client is more likely to buy. Thanks to the segmentation function, personalized offers and discounts can be provided to customers. What’s more, conversational chatbots that use NLP decipher the nuances in everyday interactions to understand what customers are trying to ask.

  • Brokers are institutions that sell insurance policies on behalf of one or multiple insurance companies.
  • We created a chatbot in order to simplify getting insurance offers for users in the US market.
  • This AI-powered service focuses on responding to customer requests related to insurance and pensions.
  • With a chatbot helping reduce the AHT for each query, you will also be freeing up more of your agents’ time.
  • Claiming filing can be daunting for your customers especially in the case of emergencies.
  • By automating the initial steps of the claims process, Zara has helped Zurich improve the speed and efficiency of its claims handling, leading to a better overall experience for policyholders.

It is no surprise then that voice AI is seeing the fastest growth with the global chatbot market expected to grow by a CAGR of 24.3% by 2025. Imagine you’ve designed a chatbot to give customers a quote estimate for their car insurance. After user testing, you notice the majority of users drop out on the sixth question. People can perceive the insurance sector as being challenging to understand when they are reading through lengthy quotes and policy documents striving to understand what is and is not covered. To learn more about how natural language processing (NLP) is useful for insurers you can read our NLP insurance article. If you are ready to implement conversational AI and chatbots in your business, you can identify the top vendors using our data-rich vendor list on voice AI or conversational AI platforms.


Use omnichannel conversational AI robots to collect and process customer feedback automatically and provide a superior customer experience. Provide agents with an omnichannel solution that uses real-time data analysis to identify products closest to customers’ needs. Integration with the payment gateway makes it possible to pay for insurance remotely. Clients can receive their policies in a PDF format from within the app or via email. The chatbot also solves the problem of managing client requests outside the office. End-to-end integration makes it easy to deploy chatbots on top of popular instant messengers and other real-time sales channels.

insurance chatbot

Create personalized experiences with rules, conditions, keywords or variables based on user data. With the bot tightly coupled with your internal systems, you don’t have to worry about changing how you work or looking at disparate sources of data. The chatbot can be integrated with your internal CRMs or databases along with tools such as Health Sherpa, CompuLife, Ninja Quoter, eHealth, and more.


You just need to know the leading platforms available online and the basic features that must be added to your chatbot. There should be no reason a chatbot cannot comprehend the phrase “my son broke my window” when a damage claim is being made. While most customers don’t necessarily want to get insurance, they do so because they know they must. To ensure that any alterations are not viewed as an additional burden, insurance companies must be ready to support clients in performing end-to-end seamless processes in a friendly and secure manner. This data enables insurance companies to provide individualized services and improved quote suggestions that take into account the requirements of each client.

insurance chatbot

A chatbot can support dozens of languages without the need to hire more support agents. Rule-based chatbots can be used for resolving simple issues, but they don’t provide you with all the opportunities AI chatbots do. This template allows potential customers to request your insurance plans. Treat your customers like the extraordinary beings they are, and you’re likely to see them again very soon.

Key Benefits of Insurance Chatbots

Deploy a Quote AI assistant that can respond to them 24/7, provide exact information on differences between competing products, and get them to renew or sign up on the spot. And, to the extent that humans don’t realize they’re talking to a computer program. The tech has been widely used in the insurance industry for over a decade and a great reference site is Chatbots.org.

insurance chatbot

A couple of weeks ago, at Facebook’s F8 conference, one of the major announcements was that they are opening up the Messenger platform to Chatbots. In the specialist insurance market of London, this mind set may have held the market in good stead since the days of the quill pen. DRUID is an Enterprise conversational AI platform, with a proprietary NLP engine, powerful API and RPA connectors, and full on-premise, cloud, or hybrid deployments.

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When a customer does require human intervention, Watson Assistant uses intelligent human agent handoff capabilities to ensure customers are accurately routed to the right person. With Watson Assistant, the customers arrive at that human interaction with the relevant customer data necessary to facilitate rapid resolution. That means customers get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing. Unify existing customer support systems and harvest relevant data to enhance self-service capabilities and improve relevancy of answers. Insurance firms can put their support on auto-pilot by responding to common FAQs questions of customers. It’s easy to train your bot with frequently asked questions and make conversations fast.


How chatbots impact insurance industry?

Cost Reduction – By using a chatbot, an insurance company can significantly reduce its customer support costs. Chatbots provide instant resolution and fast response to a major volume of customer queries that would otherwise require a large amount of customer support staff.



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