Overview
Digital innovation that delivers on elevated expectations
When customers call insurance companies with questions, they don’t want to be placed or be forced to repeat themselves every time their call is transferred. Whether they’re looking for quotes, seeking to file an insurance claim, or simply trying to pay their bill, they want an immediate response that is personalized, accurate, and aligned with their high expectations. Watson Assistant’s advanced AI chatbots use natural language processing (NLP) to streamline fast, accurate answers that optimize customer experiences, brought to you by the global leader in conversational AI.
Insurance industry realities
Automated support
80%
80% of the Allianz’s most frequent customer requests are fielded by IBM Watson Assistant in real time.
Evolving opportunities
60%
60% of insurers expect nontraditional products to generate revenue on par with traditional products.
Digital experiences
60%
60% of business leaders accelerated their digital transformation initiatives during the pandemic.
Benefits
Personalized customer service that never sleeps
Maximize clarity, minimize frustration
Watson AI chatbots use a disambiguation feature to ensure clear communication with rapid, accurate responses and routing.
Connect with your customers
IBM Watson Assistant uses natural language processing and customer data so that the chatbots set the right tone.
Make setup easy with pre-built templates
Existing insurance-specific templates help you get Watson Assistant up and running with integrations, dialog flows, and more.
Serve more customers with fewer agents
Whether it’s the middle of the night or during a natural disaster, Watson answers the call in any language, no humans required.
Drive organizational savings
By scaling your team, you get more work done at less cost to the organization while meeting the needs of more customers.
Enable customer self-service
Allow policyholders to get quotes and pricing, check coverage, claims processing, handle policy-related issues, and more—all available 24/7.
Features
Integrate with existing backend technology
Unify existing customer support systems and harvest relevant data to enhance self-service capabilities and improve relevancy of answers.
Watson Natural Language Understanding
AI-powered IBM Watson® Natural Language Understanding (NLU) uses deep learning to extract meaning and metadata from unstructured text data.
Leverage low-code and no-code capabilities
Minimize the need for developers—empower line of business employees to build and maintain advanced conversational flows without any programming knowledge.
IBM named a Leader in the Magic Quadrant™ for Enterprise Conversational AI Platforms.
How patients use it
Agent assist
Agent assist
Empower customers to access basic inquiries, including use cases that span questions about their insurance policy to resetting passwords.
Digital customer support
Digital customer support
Deliver your best self-service support experience across all customer engagement points and seamlessly integrate AI-powered agents with existing systems and processes.
Voice customer support
Voice customer support
Leading natural language understanding (NLU) paired with advanced clarification and continuous learning helps achieve better understanding and sharper accuracy.
Testimonial
Our most challenging, complex product lines saw outlying average handle times that significantly impacted the customer experience. On those calls, we were able to cut the time a customer is on hold, by half—so that was huge.
Wayne Harrington
Head of Contact Centers
DXC Technology
Frequently asked questions
How can I be sure Watson Assistant will meet my customers’ needs?
Watson Assistant puts the control in your customers’ hands, allowing them to answer their own basic inquiries and learn how to perform a wide range of functions related to your product or service. It can do this at scale, allowing you to focus your human resources on higher business priorities.
When a customer does require human intervention, Watson Assistant uses intelligent human agent handoff capabilities to ensure customers are accurately routed to the right person. With Watson Assistant, the customers arrive at that human interaction with the relevant customer data necessary to facilitate rapid resolution. That means customers get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing.
Do I need a dedicated development team to build my Watson Assistant insurance chatbot?
With Watson Assistant, no developers are required. This intuitive platform helps get you up and running in minutes with an easy-to-use drag and drop interface and minimal operational costs. Easily customize your chatbot to align with your brand’s visual identity and personality, and then intuitively embed it into your bank’s website or mobile applications with a simple cut and paste. Built with IBM security, scalability, and flexibility built in, Watson Assistant for Insurance understands any written language and is designed for and secure global deployment. Turn it on today and empower your team to realize the benefits of happier insurance customers, increased sales and retention opportunities, and a more efficient, effective global workforce—without having to hire a specialist.
Can I deploy my insurance chatbot to multiple channels, such as phone, web and social?
Yes, you can deliver an omnichannel experience to your customers, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, Wordpress, and more. Our seamless integrations can route customers to your telephony and interactive voice response (IVR) systems when they need them.
Why is Watson Assistant so relevant for today’s insurance company?
In today’s fast-paced, digital-first world of insurance, speed and customer experience are two priority differentiators that Watson Assistant absolutely delivers on. Whether it’s an urgent mobile app inquiry regarding a real-time natural disaster, notifications about bill payments, or just inquiring about rates for a new vehicle, customers shouldn’t be forced to spend time waiting to speak to a human agent when Watson Assistant chatbots can help in real time.
IBM Watson Assistant for Insurance uses natural language processing (NLP) to elevate customer engagements to a uniquely human level. IBM’s advanced artificial intelligence technology easily taps into your wealth of insurance system data to deliver the right answers at the right time through robust topic understanding and AI-powered intelligent search.
Can Watson Assistant really help elevate the customer experience we deliver?
Can you imagine the potential upside to effectively engaging every customer on an individual level in real time? How would it impact customer experience if you were able to scale your team globally to work directly with each customer, aligning the right insurance products and services with their unique situations? That’s where the right ai-powered chatbot can instantly have a positive impact on the level of customer satisfaction that your insurance company delivers.