Chatbots in Insurance

Which Swiss insurance companies use chatbots? Do they perform a useful function? Do you expect that insurance companies will continue to use chatbots in the future?

Hi there,

A number of insurance companies and insurance fintech startups in other countries have introduced chatbots. But the use of chatbots is limited because at this time due to their somewhat rudimentary abilities.

In practice, chatbots do not offer much added value to business at this time, because they are only able to answer the simplest and most clearly-formulated questions. Synonyms and other grammatical peculiarities sometimes lead to misunderstandings. It is fair to say that at this point, chatbots offer marginal benefits over regular search engines.

Over the long term, however, the usefulness (and subsequently the use) of chatbots will likely increase. As chatbots develop, they may well be adopted by Swiss insurance companies as a supplement or even a replacement to human customer service representatives and, eventually, possibly even insurance consultants. There is no way to say for sure whether this development will actually take place, and if so, within which timeframe that will happen.

However, initial testing by Swiss insurance providers (Allianz Suisse, for example)  is already underway.

Best regards from Moneyguru

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