The generational divide. Despite advances in technology, consumers still expect companies they do business with to offer easy, digital access while also providing a personal touch. (Photo: Shutterstock)

Auto insurance carriers are increasingly using automation to be more efficient, reduce costs and improve their competitive edge through better customer service. How does this push toward automation align with customers’ needs?

As AI and voice assistants increasingly become part of everyone’s daily lives, it’s understandable that insurers might anticipate that all of their customers will embrace automation and self-service at some point. However, consumers still expect the companies they do business with to offer easy digital access to products while also providing a personal touch.

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