Customer Service

Insurers are serious about AI-powered chatbots

Please allow us to introduce ourselves… Chatbots, or Virtual Assistants (VA’s) are no longer so uncommon as to cause consumers to do the virtual equivalent of gawk or an awkward stumble when they come across one. Chatbots have quickly moved into the mainstream. Insurers are no exception, and it is much more than novelty that […]

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Building Ana the insurance chatbot: Part 3 of 3 – Front end and UX design

This is the third and final part of a series which describes the design and implementation approach used to build a Watson Conversation data integrated Chatbot with the IBM Cloud. (Parts 1 and 2 here and here). In this post, I explain about design thinking and the front end design and development approaches used in […]

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Building Ana the insurance chatbot: Part 2 of 3 – Behind the scenes

This post is the second in a series taking a deeper look at the design and implementation of a cloud based Chatbot, built using Watson Conversation and IBM Cloud. To be familiar with the contents of this post, it is strongly recommended to read the first post in this series, “Getting Started with Watson Conversation […]

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Building Ana the insurance chatbot: Part 1 of 3 – Getting starting with Watson Conversation and IBM Cloud

With virtual assistants (VA) like Alexa from Amazon, Google’s Assistant, and Siri from Apple, it’s clear that human-to-machine conversation has become a genuine alternative to traditional user interfaces, and now they ready to tackle some meaningful tasks. Something that was seen as an awkward conversation with an inanimate object just a few years ago is now […]

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Remember to be human

I recently attended the 2014 Social Media Conference for Financial Services hosted by LOMA and LIMRA. One of the main themes that came across from many of the speakers was the need to remember the human interaction on social media. Speaker after speaker emphasized one of the most important aspects of social media-interactions with people. Oftentimes, […]

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Digital loss adjusting in the new era of claims

The recent publication ‘Digital reinvention- Trust, transparency and technology in the insurance world of tomorrow‘ is one of a series of papers and articles on the topic of how ‘digitalisation’ will change the insurance industry. There is an inevitable impact in the claims area. Digitalisation will inevitably affect loss adjusters, claims inspectors and other third […]

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What if Tom Hanks did insurance claims?

I had a rotten meal recently. Well, what I meant to say was that the service was lousy, but the food when it eventually came was alright. I gave the manager a bit of an earful, and he gave me a good discount which went some way to making good the disappointment. I didn’t leave […]

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Watson brings the goods to insurance. Health insurance first…What’s next?

When comparing industry verticals on their IT maturity,  insurance and healthcare are still on the conservative end of the spectrum. As an example from one source, Ventana Research analysis concludes that only 12 percent of all insurance organizations attain the highest innovative level of maturity in their use of analytics. Or look at investment levels […]

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Customer engagement and service excellence in insurance

As with many industries, engaging new customers is critical for insurance; that is, not just selling more to the large or traditional customers, but actually opening new markets and convincing new buyers and segments to become insurance clients for the first time. One of the most-desired segments for insurance globally are the Millennials, or Generation […]

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