Cognizant: The future of chatbots in insurance

The growing popularity of messaging platforms, coupled with advances in artificial intelligence (AI) and machine learning (ML), saw a surge in chatbot development for a range of business needs in 2018. Chatbots are now an integral part of many enterprise initiatives focused on business modernization and web customer experience.

According to estimates, chatbots are expected to save more than $8 billion worldwide by 2022, while also providing 24/7 customer service, shorter handling times, faster resolution, and straight-through processing, leading to improved customer satisfaction. However, this initiative can result in lost business when chatbot interactions are robotic, non-conversational, or inferior to human-based conversations. Therefore, companies need to carefully plan and execute these systems to overcome strategic and tactical challenges.

There are many serviceable areas in the insurance process, and chatbots will play an important role in the insurance value chain, including pre-purchase, purchase, customer service and back-end operations. Doing so can alleviate the complexity of insurance transactions. Traditional insurance transactions are characterized by manual form filling, complex questionnaires, time-consuming background checks, staff shortages and cumbersome customer service. By embracing the possibilities of innovation provided by artificial intelligence, insurance companies can win the hearts, minds and wallets of customers.

The survey found three factors that separate effective chatbots from ineffective ones:

1. Ability to communicate effectively with clients
2. Understanding how humans communicate
3. Collaborate with other machines, devices, and data sources

Cognizant divides chatbots into three levels: basic, intermediate, and advanced chatbots. To become the highest level chatbot, it must constantly learn from experience.

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