Everything about chatbots in insurance

What is a chatbot?

A chatbot is a computer program that has the distinction of being able to dialogue with a human being. Also called conversational agent (bot)he is able to understand the requests of his interlocutor and give him suitable answers.

To do this, he relies on Artificial intelligenceautomatic natural language processing (Taln), but also a customer database to which it is connected.

Thus, a chatbot can manage part of the customer relationship Companies in a completely autonomous way. What is more, he improves over time, by analyzing the data collected during his conversations as and when.

How does a chatbot work?

The operation of a conversational bot is very simple:

• A human user subjects a request.
• The chatbot deals with the demand with great reinforcement of artificial intelligence.
• He can then provide an adapted response to his interlocutor.

Most often, a conversational agent is linked to a database in which there are several pre-designed answers. The program only has to choose the most appropriate according to the keywords present in the request.

The advantages of a chatbot

The use of chatbots (or bots) has many advantages for companies, and in particular for insurance companies and mutuals and their insured.

Improve the customer experience

The chatbot is a precious tool for managing the customer relations of insurers. Available 24 hours a day, 7 days a week, a conversational agent can be available on different platforms such as your website, Facebook Messenger or Whatsapp. Thus, your customers can access your support at any time, using the channel of their choice.

Furthermore, a virtual assistant is able to offer very personalized answers. By relying on the AI, but also on customer data, it provides relevant information, suitable for the demand and profile of the user. Better yet, these responses are given in real time. What to offer a customer service proximity, both responsive and efficient.

Thus, the implementation of a chatbot allows insurers to adapt to new practices of their customers, while optimizing their customer relationship. The key: new prospects and loyal customers.

Gain in productivity

The use of a chatbot allows insurance companies Optimizing their customer flows and freeing human advisers from the most time -consuming and repetitive tasks. Indeed, the conversational agent is able to process the simplest requests, while the most complex queries are entrusted to employees.

The latter can therefore focus on high added value missions, in which they use all their expertise. Beyond the positive impact on productivity, the implementation of a chatbot contributes to the well-being and motivation of employees, while providing quality service to customers.

Decrease

The integration of a conversational agent Allows insurance companies to control their operating costs. Indeed, expenses related to customer relations decrease thanks to productivity gains allowed by the chatbot.

In addition, this tool is capable of simultaneously performing a multitude of tasks, which would require the intervention of several human advisers. It therefore makes it possible to limit the costs linked to human resources.

Simplify administrative management

Another major asset of a conversational agent: its ability to simplify the internal processing of customer requests. Indeed, it treats in real time each conversation, records its content and harvested many data.

In comparison, a human collaborator would take much more time and should write a detailed report after each conversation.

Chatbots applications in insurance

Conversational agents have several specific applications in the insurance world. On their website, insurance can integrate several chatbots, each with a particular objective according to the page on which the user or the action he has carried out is located.

The bots are able to answer questions and give advice in many areas, here are some examples.

The presentation of an insurance product

Insurance products are particularly complex and often arouse doubts or questions among customers. However, a chatbot is able to explain clearly the guarantees and specificities of an insurance contracthence the interest in integrating one on your website.

Thus, visitors can quickly obtain the information they need before a subscription. A conversational agent can also be set up in the personal space of the insured, so that the latter can easily take stock of his guarantees.

The declaration of claim

Disaster is never a pleasant approach for your customers, especially when it involves waiting for several minutes on the phone, gathering supporting documents, sending letters …

Fortunately, a chatbot makes it possible to considerably reduce the time necessary to declare a disaster. In addition, it allows the customer to learn in real time on the progress of his file.

Processing of compensation requests

In the area of ​​insurance, speed is an essential factor in optimizing customer relations. THE Processing of compensation requestsfor example, is a long and tedious process that can be largely simplified using a conversational agent.

In addition to the reduction in processing deadlines, a chatbot is able to automatically identify any inconsistencies in a request and, if necessary, to report suspicious or fraudulent details. What make a first sort before entrusting a file to a human collaborator.

Improvement of the customer experience, lower costs, increase in productivity … there is no shortage of the benefits of chatbots in insurance. Especially since these conversational agents have concrete applications in the field.