THE NEW FACE OF CUSTOMER EXPERIENCE
INSURTECH
76 report last year that , insurance customers are increasingly “ seeking tailored , customised offers from their insurers .”
THE NEW FACE OF CUSTOMER EXPERIENCE
Another trend that has been sweeping across multiple industries is the increased use of AI and ML-powered Big Data analytics to deliver more personalised and effective customer service experiences .
As mentioned earlier , Lemonade uses a proprietary AI called Jim to manage and oversee claims . Computers are reaching the point where they can be safely expected to handle larger and larger decision-making roles .
AI and ML can even be used to build more detailed profiles of customers by tapping into external datasets to find for similarities in internal data to produce a holistic customer profile . In call centres — often the first point of contact between the insurer and
MAY 2020