The current issue of Claims Magazine contains an article called, “How Chatbots are Revolutionizing the Insurance Industry”. The article said this, in part:
Chatbots are available 24/7 /365 and don’t take vacations, sick days or personal time. Nor do they draw salaries or require matching benefit programs or resources dedicated to resolving interpersonal disputes, issues regarding advancement and promotions or office space.
We’re all about people, whether they be employees or customers. But the article got us thinking more about something that recently crossed our minds: What if we used a chatbot to enable people to reports claims? The idea might not be entirely novel. But we think it would be particularly beneficial in the context of Cloud Claims.
We could create an entire chatbot-based incident-collection/claim-initiation/reporting process. Rather than creating yet another app (doesn’t the world have enough apps already?), we thought it would be preferable to report a claim conversationally with a chatbot. Such a conversation might go like this:
Claimant: Hi. I’d like to report an incident.
Chatbot: What kind of incident?
Claimant: My parked car was hit by a cement mixer that lost its brakes.
Chatbot: Is you car totaled?
Claimant: I don’t know. I can’t see it under the cement mixer.
Chatbot: Can you send photos of the damage to your car?
Claimant: No. It’s still under the cement mixer.
Chatbot: Was anyone injured?
Chatbot: Did you call the police?
Chatbot: Did you get a copy of the police report?
Chatbot: Were you charged with anything?
Claimant: When I saw the cement mixer headed toward my car, I didn’t get in it. I just stood on the sidewalk.
Chatbot: Is there anything else I can help you with?
Claimant: Can I order a pizza?
Chatbot: You have to call another chatbot for that.
The Bottom Line
Using a chatbot would allow for flexible, out-of-order data collection. It would enable people to send photos and attachments to the chatbot via text message. And at the end of the call, the chatbot could create an incident in Cloud Claims and confirm everything with an e-mail. In addition, chatbots would also allow people to get 24/7 updates on the status of their claims and more.
The only thing it wouldn’t do is let them order a pizza.