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Chatbots Growing in Importance as Part of Hybrid Service Strategies for Insurers, Says Novarica

Bill Sinn | April 02, 2019

Insurers are increasingly considering chatbots to deliver a frictionless, simplified customer experience. In a new report, Chatbots in Insurance: Overview and Prominent Providers, research and advisory firm Novarica provides an overview of insurance use cases, the state of chat technology, its intersection with artificial intelligence, and managing potential customer concerns. 

"Chatbots have the potential to free up resources for more high-value work, while simultaneously providing more options to engage with customers in the manner they choose, increasing policyholder and agent satisfaction," said Jeff Goldberg, Executive Vice President of Research and Consulting and co-author of Novarica's new report. "Although chatbots can offer gains in customer service, insurers should proceed with caution when implementing this technology. Some self-service functions are ripe for chatbot usage, but others may require a more human element."

Providers profiled in the brief include: Elafris, Hi Marley, LeO, Spixii and others including Avaamo, Glib.ai, IBM Watson, Interactions, Pypestream, Rozie AI, Sentimer, SmallTalk.Agency, and [x]cube LABS.

Please contact media@novarica.com or call Victoria Spitz at 833-668-2742 Ext. 130 for more information.


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