Asking your insurer questions will soon be
as easy as asking your in-home personal
assistant about the weather. Thanks to the rise
of intelligent virtual assistants, or IVAs, and
chatbots, the day is closer than you think.
For many companies, across multiple sectors, IVAs have become an
essential component of the customer experience (CX), as mobile-
based messaging becomes the preferred method of communication.
Chatbots are powered by articial intelligence and natural
language processing and are able to understand user requests and
communicate via web- and mobile-based interfaces. Chatbots are the
underlying technology behind IVAs. IVAs are designed to simulate
human communication, either text-based or voice-based, and to
handle common inquiries and service requests in automated fashion.
For insurance carriers, IVAs can be used to optimize the customer
experience, increase revenue, lower costs and enhance risk
management. For insurance customers, IVAs provide a simple,
intuitive interface to access and navigate the full range of an insurer’s
content and service offerings.
• Web widgets (mobile and desktop accessible)
• Mobile apps (native and hybrid)
• Text message and short message services (SMS)
• Instant messaging services and collaboration tools
• Smart speakers and virtual assistants connecting
to intelligent voice services
• Payment and renewal reminders
• Updates on claims status
• Promotional offers and intelligent cross-selling
• Location-based conversations
Channels Messaging
For insurers, IVAs are capable of engaging users through multiple
channels with many different messages:
“Alexa, what is the
status of my auto
insurance claim?”
“Siri, when is my
premium due?”
“Okay, Google, can you
recommend discounts on
my life insurance policy?”
Alexa is a trademark of Amazon.com, Inc. or its afliates. Google is a registered
trademark of Google LLC. Siri is a registered trademark of Apple Inc.
3Customer experience of the future |
Intelligent virtual assistants:
how they will change business and the world
