QBE launches AI-based customer-communication service

Insurance Business America | April 10, 2019

QBE North America has announced the availability of artificial intelligence-based services called TextQBE. The company said the services would help enhance conversations with customers during the claims process. With TextQBE, some customers reporting claims will receive immediate responses from an AI virtual assistant. The assistant will help update and move customers through the claims process, QBE said. We know that speed and convenience of communication is key to delivering the experience of excellence for our customers, and this intelligent conversation platform helps us take it to the next level,” said Alyssa Hunt, senior vice president of technical operations for QBE North America. “We’re able to give customers the option to communicate how they prefer, and the virtual assistant’s ‘intelligence’ enables us to offer customers the answer to simple questions about deductibles, receipt of photos and other documents rapidly on a mobile device.  The platform is a product of insurtech company Hi Marley. QBE is the first carrier to integrate the product with its core insurance system to enhance customers’ claims experience. The insurer is currently expanding its usage of the platform based on initially positive results

Spotlight

The insurance industry has not evolved in any significant way since its inception. And yet, thanks to its positioning as a ‘must-have’ product, it remains one of the most lucrative industries in the world.

Spotlight

The insurance industry has not evolved in any significant way since its inception. And yet, thanks to its positioning as a ‘must-have’ product, it remains one of the most lucrative industries in the world.

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