The global pandemic has accelerated digital transformation across industries, and it’s changing the way people think about insurance – how they interact with insurance providers, what kind of coverage they need, what products and pricing do they want, etc.
In fact, customers’ expectations of value from their insurers is also evolving. Customer engagement at all touchpoints needs to be instant, enhanced, simplified and personalized — whether at the quotation, purchase, renewal or claim phase of the customer lifecycle.
Insurers are adopting new digital capabilities and enhancing the ones they already possess, at an accelerated pace. In many cases, this has served as a trigger point for the application of Conversational AI and automation.
It is no longer about utilizing simple chatbots to provide simple status updates, but about intelligent virtual assistants that are fully functional Digital Employees that collaborate with human colleagues, while understanding and responding to insurance customers’ needs.
Watch leaders from EXL and Amelia, along with executives from US and Australian insurers, discuss: