Insurance chatbots: Making it real(er)
- Posted on June 18, 2018
- Estimated reading time 3 minutes
The following blog post was written by Avanade alum Steve Magennis.
It seems only yesterday that everything in insurance was digital this and digital that. Today the conversation is all about Intelligence; be it real or artificial. Has the industry suddenly, and collectively found a new shiny object to chase after? Have we left digital in the buzzword dustbin alongside synergistic paradigms? These are good questions, especially for an industry that is still getting used to moving at internet speed.
I think it is safe to assume that just about everyone in the industry now has a grasp on the concept that customers are demanding very different experiences from their insurers and that the demand will only become more acute with time. At Avanade, we’ve adopted the phrase Intelligent Enterprise to help tell the story of how succeeding in the new world requires getting out of silos and taking a cross-functional view of business.
Our approach starts with people: customers, employees, agents and brokers, the core of our business. We examine their expectations, the kind of technology they want to use (and the kind they don’t want to use) and the level of simplicity required for products and interactions to result in positive experiences for customers. This, in turn, drives an understanding of the talent, tools and experience necessary to create a people-first organization. Finally, we look at how to mesh the unique strengths of technology, data AND humans to run an organization that is retrospective, has broad real-time awareness and can lean into predicting how best to serve policyholders, employees and the distribution network.
A very simple example of this is something we call intelligent transfer, where we bring these concepts together in all of our chatbot interfaces. We started by looking at human to human conversations that don’t work well. At one time or another, we’ve all experienced an interaction where emotions and frustration escalate during a conversation. Our innate understanding of human behavior makes it easy for most of us to recognize the problem quickly and take corrective actions. The conversational cues we pick up on in person may be things like repeating the same question or statement over and over, inability to answer a question being asked of us, use of profanity, angry responses, and the like. With intelligent transfer, the system is set up to self-monitor these types of cues using sentiment analysis. We task the chatbot with being aware enough to ask a human for help when the technology stops being helpful.
In insurance, many of the interactions we have with our customers revolve around loss and stressful situations. The intelligent enterprise can be a great aid in easing this stress by providing an always-available means of communicating that feels personal and conversational– just like it would with a real person. By partnering technology with people, we can provide the kind of human experience that every policyholder would like and every carrier would like to provide, at scale.
The intelligent enterprise is fundamentally a journey, led by a mindset and supported by technology …all to better serve people.
For more examples of how Avanade are delivering insurance solutions that model very human-like experience, watch our webinars: