Meet your New Digital Insurance Agent: Five Ways Chatbots are Driving CX in Insurance

Delilah: Hi, I’m Delilah. How can I help you?

You: Well, I have a mixed breed dog and my current insurance is saying I could lose my homeowners policy because of him. This seems very unfair and prejudiced towards certain breeds that are actually very docile, but are misunderstood.

Delilah: No problem. I see you’ve done business with us before and have all your information right here. I just need to ask a few questions and we can get you squared away in no time.

You: Wow, that is fantastic customer service! I’m so relieved. Thanks!

Delilah captured your information and signed you up for a better and less costly homeowner’s policy in less than an hour. You might not have realized that you weren’t talking to a person. Delilah is an AI-powered chatbot; she reacts and responds as a person would, providing a humanoid personalized customer experience (CX). The site Risk and Insurance states that a survey by SnatchBot of 6,000 consumers found that more than 80 percent of users were satisfied with a chatbot experience.

The value of chatbots lies in their ability to analyze historical data while helping a customer, providing a faster, more personalized response. They are particularly useful in an industry that involves repetitive questions, such as the insurance industry.

Here are five ways chatbots are driving new customer engagement standards in the insurance industry:

  1. They are available 24/7. And you know where to find them – at your fingertips. Accidents, thefts, and emergencies that come out-of-the-blue don’t stick to business hours. These things happen at night, on holidays, in fact, all the time, so the ability to file a claim immediately is a great enhancement to the customer experience. Some ‘bots can even give repair estimates and recommend a place based on a customer’s personal history.
  2. They make buying insurance more appealing. Let’s face it, no one actually wants to go insurance-shopping. Until the rise of chatbots, it was a chore involving confusing paperwork and boring legal-type language, with blanket estimates for policies based on a broad demographic. Chatbots can explain personalized products to customers in simple terms. Now, customers can log on, and answer some conversational questions which the chatbot uses to auto-populate an online form. It is like having a personal shopper run and get clothes for you to try on, saving you the time-consuming research and leg work.
  3. They offer personalized service, and they remember who you are. Once your information is in the system, any chatbot can find you and bring up legacy data. This is a vast improvement over different agents searching for a physical file. If you have to file more than one claim, you don’t have to repeat your history to anyone; the chatbot already knows.
  4. They can make useful recommendations. Chatbots are based on algorithms which are becoming increasingly smart and sophisticated. Based on stored data and your history, chatbots can offer deals you might not otherwise know about, providing another layer of customer support. They can inform you of offers or bundles that could reduce costs, and also alert you to discounts on premiums.
  5. They are fun and not annoying. Seriously, chatbots are designed to be appealing and helpful. They communicate through instant message (IM), or messaging platforms, which can be less invasive and more efficient than email or snail mail, the latter of which generally looks like garbage and goes unread. And chatbots don’t need an app.

To learn how more industries are leveraging artificial intelligence (AI) in day-to-day operations, download a copy of our whitepaper and follow us on Twitter: @xpertdoc, @David_Squibb

CX in Insurance

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc