Customer Experience

Carriers have started to unlock the power of conversational data, mostly through chatbots, but often fail to follow three key principles during the transition. 

Read this report to better understand the recent changes in customer behaviors and expectations and how new capabilities and technology can make emerging opportunities become a reality.

We all have a responsibility to see that AI is done well, that it has a humanizing influence, not a dehumanizing one.

There's a division of opinion. Is the human touch overrated: Do customers want to serve themselves online? Or are they demanding human attention when they buy policies and file claims?

83% of consumers wouldn’t feel comfortable if their home, auto, or renters insurance claim was reviewed exclusively by artificial intelligence.

According to Gartner Predicts, today’s customers manage 85% of the relationship with an enterprise without interacting with a human.

Insurers currently favor digital capabilities that replace face-to-face interactions – continuing a trend that emerged early in the pandemic.

"We all know the experience of giving our information again and again at different stages of one call to one organization."