AI Insurance Chatbots: No Pain and a Lot of Gain
Like so many other industries, Insurance has invested in automation solutions, such as AI Chatbots, to digitalize and improve its services.
Learn here in which situations you can use these AI solutions and the benefits of investing in them!
Digital Transformation in the Insurance Sector
More and more talk about companies’ digital transformation and investing in this aspect every day.
But what is digital transformation?
Digital transformation, as the name implies, is the process of integrating technology solutions into all aspects of a company. In other words, it is the evolution of a company in the digital age to keep up with the technologies that are emerging and their accelerated diffusion in the day-to-day life of society.
Why invest in digital transformation?
Today, any company that sticks with only traditional interactions, such as face-to-face and phone service, will not be as successful as digital ones.
Companies have to follow the path their customers take and adapt to those demands.
For these reasons, we have seen a growing investment by companies in solutions for service automation and Digital Marketing.
The case of chatbots for Customer Support or even streamlining internal processes, such as Human Resources or Employee Support, is one example.
The Covid-19 Push
Little by little, institutions were entering the world of digital transformation. However, the pandemic caused this process to accelerate.
When faced with the impossibility of assisting their customers in person, contact centers were flooded with contacts.
It was then that companies started to show more interest in alternative means of communication, such as chat channels (Facebook Messenger or WhatsApp) and their automation.
Additionally, the automation solution implementation also boosts remote work since platforms like Visor.ai’s are fully cloud-based.
AI Chatbots for Immediate Automation
As we have already mentioned, one of the entrances to digital is through process automation, namely those involving consumers. That is Customer Service.
The simplest way to automate these contacts is with bot solutions, such as AI-enabled chatbots.
What are chatbots?
Chatbots, also called virtual agents, are conversational systems that allow you to streamline recurring, monotonous processes that your team faces daily.
We can separate them into two categories: those without AI and those with AI. That is, those without Artificial Intelligence and those with Artificial Intelligence.
But what is the AI for?
AI is what enables your bot to understand the addressed commands. Through computational technologies such as Natural Language Processing and Machine Learning, the system can understand and learn from the interactions it has with users.
Moreover, it’s Artificial Intelligence that allows a higher degree of efficiency to the system. With this feature, the chatbot can solve the most frequent questions without the need for human intervention.
That said, it follows that chatbots without AI are more limited.
They’re not able to answer simple questions but work based on decision trees. Whatever the question is, the client always talks to a human assistant.
Use Cases: What can AI chatbots do for insurers?
As we have already told you, chatbots can solve the most frequent questions your contact center receives. However, we have not yet given concrete examples.
1) Consumer Education and Simulations
In addition to FAQs, chatbots can educate customers regarding the products and services your company offers.
With the customer’s profile information and the insurance they are interested in, the virtual agent can inform the user of the different options available.
2) Procedure Execution
AI chatbots can answer frequently asked questions, but they can also help consumers perform procedures. Namely, payments, adhering to services, or declaring claims.
They can indicate which steps to follow so that the customer can complete the request independently.
3) Requesting Documents
One of the most recurrent cases in insurance companies is requesting a copy of documents that prove insurance. More specifically, the proof of car insurance.
With just a few authentications from the customer, the bot can immediately send the document without any human intervention.
4) Claims Processing
Intelligent systems can be programmed to resolve claims and follow up on complaint processes that have already been initiated.
5) Sending Notifications
According to studies, 68 % of consumers have a more favorable view of companies that proactively contact them through notifications. In other words, they prefer companies to inform them of updates rather than having to look for them themselves.
6) Feedback Gathering
The same studies say that 77 % of respondents hold institutions that ask for and accept customers’ feedback in higher regard.
Furthermore, having your customers’ opinion is a very efficient way to know where you can improve.
Since customer satisfaction is one of your primary concerns, it’s essential to take their suggestions into account to offer the best possible service level.
The Benefits of Implementing AI Chatbots
Automation is one of the most relevant points of these solutions.
The possibility of having a system that automatically solves specific procedures is a weight off your team especially, if the processes are repetitive and monotonous.
The introduction of chatbots makes permanent self-care possible. Whatever the time of day or day of the week, your customers can resolve their questions themselves with the help of the virtual agent.
Engaging with Customers
When the consumer is browsing your website, the chatbot can pop up and interact with the customer.
This way, it can find out more information about what product or service they are looking for and direct them to the best-fit option.
Additionally, it can suggest products that relate to what the user is looking for.
Expanding Digital Contact Channels
Expanding your company’s contact channels allows you to decrease the inflow of contacts. That is, the more means of communication you provide, the more divided the requests will be.
Related to the previous point is increasing leads.
Very briefly, leads are the people interested in your product; potential customers.
By expanding your communication channels, you can increase business leads because you grow the range of customers. In this case, more digital consumers.
As we mentioned earlier, companies are investing in Digital Marketing. However, to advertise, you need consumer’s data. What product they’re looking for, what age group they belong to, etc.
Through chatbots, it is possible to collect this information to be used later, either in bot notifications, email marketing campaigns, among others.
In parallel to data collection, there is the possibility to segment customers by their demographic characteristics.
By creating these profiles, you can, through the chatbot platform, define triggers and send broadcasts to your customers. That is, send campaigns explicitly designed for a particular type of consumer.
More Than AI Insurance Chatbots that are Email Bots!
We have been talking only about chatbots with Artificial Intelligence. However, the growing trend is the implementation of email bots.
While chatbots have the function of automating chat channels, email bots automate the email channel.
Every day large volumes of email arrive at companies, making it difficult to handle so many requests.
However, an email bot can help with this.
With different levels of processing, an email bot can read and categorize incoming email and its attachments.
To process the attached documents is used OCR or Optical Character Recognition technology.
Besides, it can forward it to the correct department. Furthermore, you can request missing information before delivering it.
Visor.ai’s inbound email automation solution can be implemented on any CRM platform, such as Salesforce.
Learn more about this solution in Email bots: How to Automate your Mailbox.
Give your insurance company a push in its digital transformation with Visor.ai automation solutions!
Design: Marta Ramos; Text: Filipa Perdigão