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Chatbots: The smart solution for insurance customer service

Insurers are under increasing pressure to cut costs and offer better digital services to their customers. Chatbots that serve as virtual insurance agents can help.

By Colleen Risk | Updated on October 26, 2017
Artificially intelligent chatbots — like this one developed in Germany and named Musio — can serve as virtual insurance agents. Such technology can reduce customer frustration and wait times. (AP Photo/Michael Sohn)

In the Sixties, there was a quirky show called “Lost in Space,” where one of the main characters was a robot. The robot was the surrogate guardian of one of the young space family members, Will. When the robot sensed a threat, it would mechanically say: “Danger, Will Robinson!” The robot looked like a refrigerator with dryer vent arms, but it could sound that alarm.

The TV robot’s ability to respond to situations and suggest options is not too dissimilar from intelligent chatbots. Although today, the robots are virtual and have a human-like appearance and voice.

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