Technological advances in artificial intelligence like Google Meena claim to be more sophisticated than today’s chatbots in conversational complexity, but what value does it bring to the insurance industry?
Simon Yun-Farmbrough Exec Chairman of 360Globalnet points out that they are a tool not a solution and as such need to be connected to a claims management platform.
Alastair Robertson, head of continuous improvement and automation at Zurich says while chatbots are an alternative way of communicating with the customer, they still need a member of staff sitting behind them.
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But is it too complicated? Simon Yun-Farmbrough at 360Globalnet believes technology like Meena might be overcomplicating the issue. He said: “If you choose the simpler route, it’s already proven, it absolutely delights your customers and it is very low cost. “The other thing is Meena is going to have to link into something, it’s still going to need an underlying claims system.” Meanwhile, Robertson highlighted cost and said that while Zurich was looking at artificial intelligence tools, it found that its claims handlers were having to correct their decisions. Robertson added that while chatbots are an alternative way of communicating with the customer, they still need a member of staff sitting behind them.