Like other areas of financial services, the insurance sector too is adopting technology to better manage operations, including customer services. Over the past few months, some insurance companies in India have rolled out chatbots and email bots, which are powered by artificial intelligence and are already live and functioning. Most recently, Bajaj Allianz General Insurance Co. Ltd launched its chatbot called ‘Boing’ to address customer queries in motor and health insurance.
At least four other insurers—ICICI Lombard General Insurance Ltd, Birla Sun Life Insurance Co. Ltd, PNB MetLife India Insurance Co. Ltd and HDFC Standard Life Insurance Co. Ltd—are using bots for either customer support or sales. Let us take a look insurers are using the bots.