7 ways conversational AI can transform customer experience in insurance industry

How AI & Chatbots are transforming the Customer Experience

chatbot for health insurance

During the peak period of the Covid-19 pandemic, it was a daunting task to get a doctor’s appointment. The healthcare providers at all levels were overburdened with the huge inflow of Covid patients. Patients with various health conditions had to wait to get healthcare advice and take the right decisions. Thanks to the widespread adoption of smartphones, AI-powered smart devices, and virtual assistants! As the situation demanded, healthcare providers were forced to redefine their digital adoption strategies. Conversational AI was widely recognized as one of the leading technologies, along with telemedicine, that drove digital adoption.

Supervisors directly observed how CHWs performed malaria rapid diagnostic tests (RDTs) and administered artemisinin-based combination therapy (ACT). They recorded CHW performance using the digitized checklist, interviewed community members, reviewed records, and provided on-the-spot coaching. They also interviewed chatbot for health insurance the CHWs and tried to resolve challenges they expressed, including with resupply of commodities or equipment immediately or soon afterwards. Ensuring they have the training, support, and equipment they need is essential to keep their communities safe from malaria, especially in the hardest to reach contexts.

Smart assistants go viral in health tech

AI assistants can also augment the capabilities of insurance agents when it comes to upselling and cross-selling services and policies. When integrated with the CRM, an AI-powered assistant can access customer profiles and purchase histories to recommend the policies customers are likely to buy. Thus, businesses can provide personalised information and quotes along with custom recommendations for every product based on product interests and purchase history.

chatbot for health insurance

His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world. The utilization of chatbots for insurance has undoubtedly gained momentum in the last few years.

It follows with combining use-cases with impact-driven applications of AI

Its long-established business models and the legacy environment have not seen updated for decades. The Healthcare Chatbots Market study with 100+ market data Tables, Pie charts & Figures is now released by Infinity Business Insights. Whereas radiologists classified patients as being negative for COVID19, studies have shown that AI systems improve detection correctly, identifying symptoms with over 60% higher https://www.metadialog.com/ accuracy. Despite misgivings, chatbots are the latest in a series of AI initiatives helping doctors make diagnosis and treatment more efficient, accurate, and cost-effective. A better question is, how honest and accurate are you when answering questions about your health? There’s also the concern, your answers and data are being shared with third parties, making you another big-data demographic target.

chatbot for health insurance

Human capital in healthcare needs to be diverted to care at the intersection of caregivers and patients rather than be involved in low-value, back-office operations to support front-line caregivers. Deploying Robotic Process Automation (RPA) and AI in Health Technology can help deliver a rich and seamless experience for all participants in the care continuum. Such a model will pivot around the member, enabling her to navigate the healthcare ecosystem to derive the best possible care. In this article, we share our view on the impact of these technologies on business. AI-powered chatbots can interactively walk customers through various cover options, helping them understand what each type of cover entails and how it aligns with their needs. Chatbots can interpret complex insurance jargon and explain policy terms in simple language that customers can understand.

It’s the 80–20 rule80% of patients prefer digital engagement with chatbots.” Krishna Kurapati, founder and CEO of QliqSOFT. You can input your symptoms and the Your.MD chatbot will suggest conditions based on your input. It will also serve chatbot for health insurance up medical information that have been written and reviewed by doctors (and verified by the UK’s National Health Service). If you need further help, it has partners integrated within the app to provide specialist services and information.

chatbot for health insurance

You also have the option to buy or sell up to five days of annual leave in addition to your allocation. Meanwhile insurers can benefit from its reporting suite equipped with data to enhance their portfolio management. We exist at the point of intersection between technology, social media, finance and innovation.

Modern healthcare invests in digital technology and expanding its mobile communications reach to help as many patients as possible. WhatsApp chatbots can add a great benefit to healthcare systems that have started their digital transformation projects with improved access to information. According to healthcare service providers, chatbots might assist those patients who are unsure of where they must go to get medical care. For example, numerous people are unaware of when their conditions require a visit to the doctor, and when it is a must to contact a doctor through telemedicine. Ordinary people are not medically trained to understand the limitations of their diseases.

What are the problems with AI chatbots?

AI chatbots, while efficient, pose ethical challenges such as privacy, consent, transparency, and accountability. It's crucial to only collect necessary data and protect it from misuse, with customer consent. Customers should also be aware when interacting with an AI.

Welcoming the Chief Robotics Officer RIOS and AI in general will also precipitate new positions within companies and new business models in the market. The Chief Robotics Officer (CRO) will emerge in the next few years, especially in industries such as healthcare where automation is beginning to be embraced rapidly. The CRO will assume a comprehensive role with many responsibilities – from choosing the right technologies, managing change and effective staff communications to managing costs, governance and ensuring ROI. She will eventually become what the CIO is today across businesses, and may even earn a place in the boardroom.

(Updated content November 2020) EQL has now partnered with three of the largest providers to the NHS in the UK, gained early traction internationally with insurers and providers and won multiple health innovation awards. Wysa Assure is available to existing and new MLC Life Insurance retail customers through its Vivo programme. Other app features include stress-relief programmes and therapeutic techniques, as well as exercises and a wellbeing score to help users keep focused on their mental and emotional health.

chatbot for health insurance

Anand Subramaniam is the Chief Solutions Officer, leading Data Analytics & AI service line at KANINI. He is passionate about data science and has championed data analytics practice across start-ups to enterprises in various verticals. As a thought leader, start-up mentor, and data architect, Anand brings over two decades of techno-functional leadership in envisaging, planning, and building high-performance, state-of-the-art technology teams. Our work-life changed, the usual day-to-day activities such as going for a walk, visiting friends, or going out became things of the past. Bereavement, isolation, loss of income, and fear were triggers for many mental health issues.

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Choose which products or services you need help with, and we’ll give you the support to solve any issues you might have. When thinking of robot assistants in the future, people tend not to picture today’s smart speakers but sleek white mechanical shells. Examples include the killing machine of I, Robot or the far cuter EVE from Pixar animation Wall-E. If you would like to find out how Equator can help with your digital strategy, market and customer research or product and service innovation, please do get in touch. Several commentators on the topic generally agree that chatbots work best when used for a specific purpose. Lufthansa’s bot – ‘Mildred’ – can’t tell you whether or not you can bring pets on a flight, but it can give you the best prices to travel from London to New York.

But, for the time being, ChatGPT’s accuracy is highly questionable – currently, it is only trained with data up until the end of 2021 and the chatbot cannot tell fact from fiction, or right from wrong. Breaking news at the time of writing is that American artificial intelligence (AI) company OpenAI has released Generative Pre-trained Transformer 4 – more commonly known as GPT-4 (14 March 2023). Under the client chatbot section, look at the many chatbot samples by industry to suit your business. Tell them about the safety measures you implement and be honest about the potential risks and address them. Moreover, let people sign a user consent, where you outline safety rules and regulations to make your users feel protected. New-age technologies like Artificial Intelligence (AI) and Machine Learning (ML) are leading the way to deliver answers to the complicated demands of the people as a result of ongoing developments in the medical sector.


Freeing up your human workforce to do higher value tasks.‍A massively positive impact to your team, not only allowing bot to take the robotic processes from the team, but also allowing your people to be much more satisfied in role. Qventus AI software helps prioritize patience through emergency rooms while maintaining patient safety through the risk of infection within a medical environment. It even tracks current waiting times and helps ambulance services calculate the fastest route to the most appropriate medical facility. In fact, chatbots are becoming the frontline filter for directing patients to the right doctor and treatment, even a prerequisite to a video-appointment with a health professional. Over the years, chatbots have brought a significant transformation in healthcare communication.

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‘In Most Industries, Regulation Tends To Prevent Competition’.

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Chatbots are becoming increasingly more prevalent in online experiences, even offering companionship to people suffering from dementia. Here at Equator we’ve seen as much ourselves, with our Innovation team having worked on a number of chatbot development projects over the past year. With that experience, there are a few things to be aware of in terms of both the potential and pitfalls chatbots offer. In general, AI systems work by ingesting large amounts of labelled training data, analysing the data for correlations and patterns, and using these patterns to make predictions about future states. In this way, a chatbot that is fed examples of text chats can learn to produce lifelike exchanges with people, or an image recognition tool can learn to identify and describe objects in images by reviewing millions of examples.

  • Voicebots are empowering utility companies to raise the bar on the customer experience as well as provide important new revenue streams.
  • Globally, we recognize the need to compete for talent everywhere; we maintain a talent center in Nairobi and a mini-hub in Abidjan.
  • In Addition, Chatbots are trustworthy, and provide precise substitutes for online searches that patients carry out when they want to know the exact reason for their symptoms.
  • For example, it would be much harder to afford to live on the edge of a rock that is falling apart; you have to decide whether you can afford that.
  • Last year, Dorset Healthcare University NHS Foundation Trust rolled out the Wysa AI chatbot to patients before they received NHS -prescribed talking therapies.

Utilise text-based AI chatbot interfaces to allow your customers to interact via their smartphone, tablet or PC. Automate conversations and provide instant responses through web chat, social media apps, SMS and email. Giving we pay so much for treatments and healthcare; patients expect to be treated well inside and outside the doctor’s office. A measure of care quality is to send regular surveys after each doctor visit to improve the level of customer care.

  • If you would like to find out how Equator can help with your digital strategy, market and customer research or product and service innovation, please do get in touch.
  • Maintenance of AI solutions, as they scale from a single process to several thousands, is another important concern, followed by their governance and ROI.
  • With that experience, there are a few things to be aware of in terms of both the potential and pitfalls chatbots offer.
  • GlobalData itself forecasts in a recent report on AI in healthcare that the market for AI platforms for the entire health industry will reach $4.3bn in three years’ time.

What is the future of chatbots in insurance?

By 2025, the chatbot market is expected to reach USD $1.25 billion globally. Chatbots have become common in the U.S. insurance industry. They are able to provide customers with efficient service when responding to quick and common requests, such as passwords, policy copies, and billing questions.

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