How can an insurer delight its customers so that they share their customer experience with their friends and family?
The answer to this question lies within the rich and personalized experiences the insurer creates for its customers. In today's world, personalized customer experience has become the new normal and it plays a huge role in customers' relationship with the insurer.
The products can be truly amazing, but it doesn't help an insurer to enhance customer engagement or increase revenue unless they turn their attention to their customers' world and add value to their individual experiences.
Customer-centric insurance companies now use data-driven personalization to offer meaningful experiences and it is not about pushing the product sales. On the contrary, it is about establishing and enriching customer-insurer relationships through individual data analysis and predictive analytics.
Going from transaction to prediction
This is where Artificial Intelligence (AI) comes into play. AI technologies are reshaping the future of insurance business by providing a deeper understanding of customers' behavior and life events. They let the insurers tap into this knowledge base to deliver highly-targeted offer and maintain a smart communication with their customers.
When done well, AI technologies bring a real competitive advantage for insurers that goes beyond simplifying existing processes with intelligent automation.
It is the new way of integrating information, analyzing data and using the results to make improved predictions. AI-enabled systems allow insurers to have the ability to learn and adapt as they make decisions. AI-based adaptations improve customer interactions where each customer exchange becomes increasingly personalized.
Human-like conversations with AI-powered chatbots
It's safe to say that AI has already become a part of our world with various technologies including machine learning, facial recognition, voice assistants and chatbots. According to a recent Gartner report, "AI bots will power 85% of all customer service interactions by the year 2020''.
AI-powered chatbots have started to change the face of communication as they provide intelligent human-like conversations through all digital channels. They enable insurers to deliver world-class seamless services to their "always-on, tech-savvy" customers right at their fingertips with an instant chat feature which is available 24/7.
What is more, chatbots also drive dramatic cost savings by automating transactional enquiries and redirecting workforce to focus on more complex customer issues that require deeper human insight.
The result: minimal pain points, happier customers.
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