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Addressing customer needs through automation. While consumer adoption of technology often leads to enterprise adoption, many insurance companies are aware of the convenience, accuracy and speed technology delivers. (Photo: Shutterstock)

We’ve all swiped a screen that isn’t a touch screen, expecting it to behave like a phone or tablet. At some point, we’ve felt the frustration of an online delivery arriving in three days instead of overnight. Uber or Lyft rides that take more than five minutes to arrive create a sense of frustration.

As consumers, we’ve become accustomed to technology delivering what we want instantaneously and effortlessly. Take payments, for example. Up until the 1980s, these were fairly straightforward: Paper bills arrived in the mail and were paid by check or cash. Then, in the mid-1990s, the first wave of new options emerged: eBill, ACH, credit, CSR, IVR, direct bill pay and more. By the mid-2000s, a second wave emerged as mobile, text, email, debit cards and other options offered channel options that further expanded choices. Today, we are entering a third wave with respect to bill payment that incorporates chatbots, AI and voice assistants.

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