| Περίληψη: | The insurance industry is evolving rapidly. For centuries, industry has been able to rest on its laurels because information was inaccessible. Customers operated in the dark with little knowledge of competing policies and coverage. Insurance was often compul-sory or a need for financial security. For decades, insurance providers did not have to prioritize customer experience because even though people did not trust their providers, turnover was low. The industry, however, looks very different today. Consumers are now in control. The information is easily accessible in their hands. Insured have the power to review reviews, view coverage options and prices, and compare offers from a growing body of established car, health, and life insurance providers, as well as digital disruptors. To thrive in this new environment, providers must become truly customer-centric and meet the expectations of the modern counterparty. People today expect effortless, con-venient, and multi-channel interactions. If expectations are not met, consumers quickly switch to a competitor. With pricing, policies, and so similar coverages, a keyway for insurers to differentiate is through customer experience.
Increasingly, insurance providers are investing in state-of-the-art artificial intelli-gence to scale personalized, effortless, and preventative customer experiences. Insurance is complex. Buying a contract can incorporate many different factors and fulfilling a claim involves a complex ecosystem of providers, regulators, agents, and inspectors. Ob-taining the clarity and support required during a client's journey is often difficult. An in-surance chatbot is available 24 hours a day, 7 times a week, to serve insurance clients at every step. Like a human security agent, the chatbot asks customers about their require-ments along with other details. It can then offer them personalized policy suggestions, help them compare two or more projects, and help them better understand policy choices by answering any follow-up questions. The goal of diplomacy, then, is to create an effec-tive insurance chatbot.
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