Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies
This work addresses the problem of enhancing customer service and business digitization for insurance companies, but it is incremental as it applies existing chatbot technology to a specific domain.
The paper investigated the potential use of conversational agents in German insurance companies to improve customer service and digitize processes, resulting in the identification of relevant agent classes, use cases, requirements, and a prototype for an exemplary scenario.
Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.