We just published the report Insurance Chatbots: A Vendor Scan, which is a review of offerings in this emerging solution space. The results show shallow penetration in insurance to date. There are numerous provider offerings, but few live implementations. Of the production use cases reported, most are narrowly focused on specific solution areas – claims, customer service, IT help desk.
This is consistent with what is found across the artificial intelligence / cognitive application space. Separate tools are used to construct built-for-purpose solutions. The result of this shotgun approach will be a proliferation of cognitive tools and the risk of an “A.I. Tower of Babel”.