Customer Experience

ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.

Generative AI is letting chatbots move beyond generic (and often frustratingly vague) answers and enhance the customer experience. 

Insurance providers must modernize payment systems as slow, inflexible claims payouts drive customers to switch carriers.

The emerging Vibe paradigm shifts insurance from cold transactions into AI-powered, emotionally intelligent experiences.

AI technology helps insurance agencies streamline customer communications while maintaining consistency and compliance standards.

Insurance leaders embrace generative AI to transform operations, with 82% seeing greater potential for business impact.

Generative AI did as well as psychotherapists at treating depression in a study, suggesting that insurers' customer service chatbots can just keep getting better.

New technology can resolve user pain points, improve customer experiences, and drive big changes in sales strategies and business models.