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Whether an insurer is delivering customer service through bots or people, through digital means or a variety of human interactions, the secret sauce behind superior customer service will be the commitment to customers and a passion for excellence. (Image: Shutterstock)

Customer service is rapidly shifting to self-service, digital, and mobile, with the next wave including chatbots, natural language processing and AI/machine learning.

Mark Breading

PropertyCasualty360

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