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  5. Chatbot Solutions: A Vendor Spectrum

Chatbot Solutions: A Vendor Spectrum

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20 July 2017
Michael Fitzgerald Mohammed Mahfuz

Key research questions

  • What is the current state of the insurance chatbot market?
  • What features do vendors offer?
  • What should insurance carriers consider when evaluating chatbots?

Abstract

The risk of non-adoption is higher than the risk of early adoption. Insurers are encouraged to specific use cases with which to test the technology now in preparation for the inevitability of these tools emerging as a new customer communication channel which both improves customer experience and reduces costs.

As with any emerging technology, it is challenging to make sense of the Chatbot market for insurance. There seemingly are new entrants every day. The lack of consensus on the definition of “a bot” makes it difficult to compare solutions. This report offers clarity to insurers. A functional framework is used to evaluate fifteen vendors. The results provide an outline of the market and serve as a starting point to understand opportunities for insurers with this technology.


"Chatbots are an emerging technology which will be table stakes in three to five years. Leading insurers will transform customer experience and personalize customer service using these technologies."
- Mike Fitzgerald, Senior Analyst

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