Chatbots and Hybrid Service Strategies at Insurers

| April 9, 2019

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Insurers are under increasing pressure to deliver a frictionless and simple customer service experience. Conversational technology like chatbots are becoming attractive supplemental channels for insurers as a result. Chatbots offer a low-touch, 24/7 channel that frees up existing resources for more high-value work while increasing policyholder and agent satisfaction. By providing an additional channel of engagement, chatbots help reach agents and policyholders via their preferred mode of interaction. Insurers should not approach chatbots as simply a low-cost alternative to human contact, instead the goal should be to broaden access and service options for everyone. Yet chatbots are not without their limitations and implementing them is something of a balancing act. A successful approach to chatbots will need to be a hybrid blend of human and automated capabilities.  Determining when people want to be in touch with a human and when they expect rapid, automated service is integral to implementation strategy.

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AXA

“There is no great company without a great purpose: ours is to empower our 107 million customers to live a better life.” Thomas Buberl We are 165000 employees with 107 million customers in 64 countries, and you are on the top of our list to move forward every day.

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