Use Chatbots for Customer FAQs

Chatbots can take up the redundant task of educating the customers on various static FAQ’s like - process flow, policy comparison, and policy suggestion based on a rich database.

Chatbots can solve multiple challenges by optimizing the digital customer journey and providing relevant information at each step. With many serviceable areas in insurance processes, they are poised to play an important role across the insurance value chain, including pre-purchase, purchase, customer service, and back-end operations. They offer 24x7 customer service, lower processing time, faster resolution and straight-through processing, leading to increased customer satisfaction.

  • How it works?

    Chatbots answer repetitive questions. For example, if your support agents are always getting asked about your pricing plans, it’d be cost-effective to give customers the option to talk to a chatbot instead.

    For the customer, the insurance chatbot is a welcome development, one that extends office hours around the clock and one that is capable of finding the right product and the right quote in an instant. Without the customer having to pick up the phone. In fact, the insurer’s chatbot can be contacted via the customer’s favourite messaging channel.

  • Results

    Chatbots are providing innovation and added value to the insurance industry. They provide quotes and 24/7 immediate cover to customers to help insurers process claims faster.

    Insurance chatbots can basically be deployed as a customer’s personal insurance manager while equipping the sales team with valuable and contextually relevant insights at the same time. This promises a solution to the complexity of insurance transactions, which are traditionally characterized by manual, time-consuming processes like form-filling and background checks. That said, the surge in their popularity is justifiable and it is safe to predict a continual escalation. The Insurance industry is soon to become seamless and chat-intensive!

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