Insurance can be overwhelming. Wouldn’t it be easy to just ask a virtual assistant?
Chatbots, virtual assistants, and invisible apps are quickly evolving trends towards having a more personable interface. Having a business which handles a lot of questions and queries on a day-to-day basis will benefit from a conversational UX; providing and building a customer service that never sleeps is more important than ever.
Although conversational UX is still in its infancy, the technology is here and the implementation does not require a significant overhaul of existing systems. Conversational UX will open up new possibilities of how companies can interact with their users.
This type of experience is more responsive than any existing application or website as the information responds to the user’s previous interaction; users get the same interaction as they would with a call centre, minus the hold music! The economic reality is that any task that can be automated will be automated.
Liberty Mutual Insurance announced during 2016 that it had built a system allowing users to get an instant quote with voice-controlled access using Alexa, the voice service that powers Amazon’s Echo. Other insurance players like Aviva are also capitalising on the latest Alexa craze. Aviva has developed a skill (like an app for smartphones) for the voice activated speaker; your Amazon Echo can tell you the answer to burning questions about insurance and guide you through the unfamiliar jargon of the industry.
Gartner predicted that by 2018, 30 per cent of our interactions with technology will be through conversations with smart machines.