The Chatbots in Insurance Playbook – Business Insider Intelligence - Business Insider

Business Insider Intelligence offers even more fintech coverage with Fintech Pro. Subscribe today to receive industry-changing finance news and analysis to your inbox.Incumbent insurers are using chatbots to transform from passively engaging customers to putting customer engagement at the forefront of their business models.

Insurtech Lemonade wanted to use bot technology to supplant human customer service processes, but it needed to ensure this wouldn't create a subpar user experience or erode trust. The insurer knew it had to meet customer demand for an "always-on" digital experience around claims, and while Zurich UK identified chatbots as a good solution, it needed to ensure the tech would provide a cohesive experience across online and offline channels.

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