Unlocking the Value of Chatbots in Insurance
As you can imagine, this not only lowers staff load but also drives a quality-driven interaction with users and offers them instant gratification – both of which are key for delivering a holistic patient experience. The scarcity of chatbots within the insurance sector and business more broadly shows that there is a large amount of skepticism towards the use of AI in customer service channels, and rightly so. Indeed, in the past, the main problem that has plagued chatbot use has been the proportionally large number of misread insurance chatbots intents, which typically hovers around 35%. This can create obvious frustration for the customer and start the conversational journey off on a bad footing. However, preconceptions about untrained chatbots are outdated and AI technology has caught up with its lofty expectations. This shows that, for customers, chatbots can provide a useful initial point of contact with the company outside of intensive customer service channels that can help start a conversational customer journey and thus leading to more sales.
Yet, their jobs were made harder by siloed data spread across outdated, difficult-to-search systems. Struggling to find the right answers quickly, they flooded colleagues in the back office with calls. As a result, support desk operators became sales assistants, answering the same general questions time and time again. Chatbots have become increasingly popular in recent years due to their ability to automate conversations and improve the efficiency of processes. Indeed, one only has to type ‘use chatbots’ into Google to realise the amount of companies that sponsor and provide its use for improving company productivity. Henk Jan Gerzee is a digital leader with over 15 years online experience in the aviation, media and manufacturing industries, having served both B2C and B2B markets.
How Can Conversational AI Improve Patient Engagement?
Often also referred to as talkbots, chatterbots, bots, interactive agents or an Artificial Conversation Entity (ACE), chatbots are essentially a computer programme, which conducts a conversation via auditory or textual methods. With the dramatic progression insurance chatbots of AI, adopting a chatbot as part of a business strategy for better customer experience by efficiently facilitating inquiries seems more important now than ever. Insurance companies are certainly reaping these technological benefits and seeing the rewards.
For self-service to work effectively, it must replicate what a great Customer Service agent would do to provide a seamless user experience. An agent will have access to many different applications where they can retrieve information, follow processes, perform transactions, update the relevant systems and record the interaction. Chatbots are able to deflect a huge percentage of inbound calls and webchats from ever reaching the Contact Centre Agent by automating simple, repetitive queries. The information gathered via the chatbot enables intelligent call routing, and reduced average call handling times.
Amrit Santhirasenan: Co-founder & CEO, hyperexponential: Pricing decision intelligence for insurers
Conversational AI solutions should never be thought of as a replacement for the healthcare staff. Healthcare cannot afford to become robotic, human touch is still vital and cannot be replaced. However, by rerouting all basic services to conversational AI solutions, provider staff can now have more time https://www.metadialog.com/ and energy to provide quality services to patients where their involvement is truly required. Moreover, the patient community today is aware of the influx of AI in many areas of healthcare. As long as they are receiving quality services, patients are ready to adopt and accept these technology changes.
What is the best algorithm for chatbot?
- Sequence to Sequence (seq2seq) model;
- Natural Language Processing (NLP);
- Long Short Term Memory (LSTM);
- Recurrent neural networks (RNN);
- Artificial neural networks (ANNs)
- Pattern matching.