FUTURE-PROOFING THE INSURANCE INDUSTRY
77 customer — AI can be used to analyse call volume , reason and the types of customers that are most likely to call at certain times of day . Understanding these vast datasets can be key to reducing wait times and ensuring that the most appropriately-qualified customer service representatives are available at the most appropriate time .
Data-driven AI and ML-powered chatbots are even replacing the human point of contact entirely in some companies .
FUTURE-PROOFING THE INSURANCE INDUSTRY
Change is a constant phenomenon . The global digital transformation of the insurance sector isn ’ t going to slow down any time soon . As new challengers like Lemonade , Surround and Flock ( which is using Big Data analytics to enter into the relatively new market of drone insurance ) emerge , legacy insurers need to adapt , adopt and evolve quickly , or be priced out of the marketplace .
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