The rising competition and digitization have brought several significant changes in the insurance industry. Millions of people search for advanced tools for easy and quick access to insurance information. Today, customers have many options to choose from as they can shop for policies online, read reviews and compare offerings of different insurance providers. To scale engagement, automation of customer conversions with chatbots is crucial for insurance firms. Considered as a game-changer for the industry, chatbots are enhancing the way insurance providers take care of their customers. Chatbots help effectively manage customer requests with instant responses. Experienced business process outsourcing companies can help apply innovative chatbot technology to power insurance businesses in the long run.
An insurance chatbot is a virtual assistant solution that uses artificial intelligence (AI) and machine learning (ML) technologies to simplify communication between insurance companies and their customers. The chatbot helps automate a variety of processes and steps that customer support people often do in the industry. An AI-powered insurance bot can cater to the needs of customers at every stage of their journey. Companies that use a feature-rich chatbot for insurance can provide instant replies on a 24×7 basis and add huge value to their customer engagement efforts.
Top Use Cases of Insurance Chatbots
Here are some of the top use cases of insurance chatbots –
- Customer Engagement – Insurance is a complex sector that receives a lot of customer inquiries. Generally, customer service executives spend a lot of time providing policy information to users. In most cases, customers would ask trivial questions about the service, and the executives would need to answer those queries. With a chatbot, these aspects can be handled easily. By using an AI virtual assistant, the insurer can educate the customers by uploading documents with information related to policies and frequently asked questions (FAQs). As AI Chatbots use natural language processing (NLP) to understand customers and hold proper conversations, they can register customer queries and give effective solutions in a personalized manner.
- Premium Payment Collection – Insurance chatbots can help solve many issues that both customers and agents face with recurring payments and processing. Chatbots can allow customers to find the appropriate channel through which they can renew their policy and make the payment. For instance, chatbots can be developed to guide the customer through the process of making the payment. This makes it easy for a customer to get familiarized with the platform and make the payments easily.
- Claims Management -Claims filing, processing and settlement can be challenging and time-consuming. Settlement of claims requires the involvement of providers, adjusters, inspectors and agents. The policy holder must constantly follow up and fill out necessary forms and attach documents. An insurance chatbot can simplify the process by collecting the data through a conversation. Bots can engage with customers and ask them for the required documents to facilitate the claim filing in a hassle-free manner. The chatbot will also assess the insurance type and the insured property/entity for its eligibility by using provided media proof of the damage and using image recognition methods, to verify the damage while determining the liabilities. The bot then asks for a few additional details, pulls up the customer’s policy from the company’s CRM and immediately initiates the claims filing process. Even before settling the claim, the chatbot can send proactive information to policyholders about payment accounts, date and account updates.
- Damage Assessment – Nowadays, a large number of insurance companies are deploying AI-powered bots to perform a thorough assessment of the damages in specific cases such as property or vehicles. With AI technology, chatbots can make it quite simple to inspect images of the damage and then assess the claim. Based on the insurance type and the insured property/entity, a physical examination and eligibility verification are required. Bots with image recognition methods use AI/ML to verify the damage and determine liabilities in the context.
- Lead Generation – Leads can be generated by the various marketing campaigns that a company runs. Chatbots help provide quick replies to customer queries, ask questions about insurance needs and collect details through the conversations. In fact, there are specific chatbots for insurance companies that help bring visitors to the website with smart prompts and remove all customer doubts effectively. With chatbots handling the lead generation, the marketing team can focus on devising more personalized campaigns.
- Personalized Advice – Advanced chatbots with AI and ML technologies make it easy to provide personalized advice to customers based on demographic data and analytics. By collecting information about the customers’ finances, properties, vehicles, health status, and other relevant data, chatbots can deliver tailored plans, quotes, and terms specific to the target audience. In addition, they can offer potential customers an overview of the available insurance solutions that fit their specific criteria.
- Simplified Insurance – Chatbots can remove all the difficulties that customers often face with insurance. With an AI-powered bot, you can provide the support automatically and ensure quick answers to virtually every single doubt of consumers. In short, bots are available round-the-clock, to provide people with valuable information and simplify everything related to insurance policies.
- Fraud Detection – Fraudulent activities create a significant impact on an insurance company’s financial status. According to reports, fraudulent activities cause insurance company losses worth 80 billion dollars annually in the United States alone. Artificial intelligence (AI) and machine learning capabilities of chatbots can help review claims, verify policy details and pass it through fraud detection before processing them with the bank to move forward with the claim settlement. This allows maximum security and protects insurance companies from all types of fraudulent attempts.
- Cross-selling and Upselling – Chatbots can be used to leverage previously acquired information to predict and recommend insurance policies to customers. It can create a small window of opportunity through conversation to cross-sell and up-sell more products. As chatbots store customer data, it is effective to use data based on a customer’s intent and previously bought products with a higher probability of sale.
With multiple use cases in the industry, chatbots are expected to play a significant role throughout the insurance value chain. Right from pre-purchase, purchase, to customer service, marketing and other back-end operations, chatbots are expected to be the innovation in insurance. Chatbot technology has helped improve service and communication in the insurance sector. From improving reliability, security, connectivity and overall comprehension, AI technology has transformed the industry. Business process outsourcing solutions provided by professional providers can utilize these technologies to carry out various insurance processes in a quick, simple and efficient manner.
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