Outside of simple requests, insurers trying to connect chatbots with consumers have run into issues including:

Customers don't understand the kinds of requests a chatbot can handle (nor can the insurer train the bots to understand); we seem to repeatedly forget that people don't see insurance transactions the way they see Siri or Alexa.
The variations in intents (the things customers want to know) are extraordinary in insurance and even the best chatbots struggle to keep pace.
The ultimate objectives of a chatbot program are not always thought out ahead of time meaning that some "strategies" are just to get the bot out there.

Difficulties aside, all is not lost with chatbots. Why? Because an "insurance assistant" can significantly improve the customer experience indirectly with chatbots by enhancing the employee experience by:

Facilitating learning and development — For question/response scenarios and standard operating procedure (SOP)-related intents, a chatbot can be invaluable for learning and development. Experienced staff teach the chatbot appropriate questions and responses (and maintain this through machine learning), and inexperienced staff get to benefit by having a resource for answers.
Providing the right system information at the right time — Chatbots can learn across and outside of the carrier. By providing information to the staff at just the right moment, the chatbot helps the customer service representative offer real-time information. For example, in a first notice of loss (FNOL) call, the chatbot can send representatives repair service information as they gather incident information, not as a separate interaction. Similarly, the chatbot can surface sales and marketing information during quotes, endorsements, and renewals – especially for more complex lines of business.

To deliver this information, the chatbot must integrate with systems of record — including policy, claims, billing — and external services such as towing and repair. For a chatbot, this means not only data integration but also converting data to conversation.

Creating value in the middle and back office — One current truth about AI is that the combination of computer plus human is still more powerful than either alone. For this reason, the chatbot creates value by maximizing the value of the humans. Chatbots do this by "remembering" things humans forget; bots can prompt staff to ask questions, provide information that the human doesn't know exists or cannot readily access, and facilitate a consistent process.

Chatbots also add value by:

Always being present — Immediacy is a critical component of client satisfaction and when the human can have the right information at exactly the right time, insureds and claimants receive better service.
Acting as a single source of knowledge for SOPs and FAQs — Chatbots add value by consolidating institutional knowledge.
Allowing the insurers' chatbot strategy to evolve with less reputational risk — Better risk management is indirect value of starting with the middle and back offices.

Perhaps the most important use cases involve claims. During the entire claims lifecycle, the chatbot can provide value to claimants, staff, and insurers. The chatbot can surface critical policy and repair service information during FNOL. At the same time, the chatbot can use analytics to spot fraud, triggering special investigative unit activities. At every point in a claim, the chatbot can help the human provide more relevant and informed information on a timely basis.

Instant Insights /

Insurance chatbots need to walk before they run

More From HR Executive

Related Stories

Recommended For You