In the year ahead, insurers will be challenged to effectively anticipate and adapt to an accelerating evolution in how insurance is designed, sold and serviced.
Customer service is rapidly shifting to self-service, digital, and mobile, with the next wave including chatbots, natural language processing and AI/machine learning.
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.