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Chat on a cell phone. When customers interact with a chatbots, it is very similar to chatting with a human being. (Photo: Shutterstock)

Artificial intelligence (AI) has changed the insurance industry — and customer service is no exception. One of the most common forms of AI are the use of chatbots — instead of interacting with a human, you’re “chatting” with a bot that’s programmed to understand your questions and direct you to the right place.

Chatbots are no longer an exclusive feature — they have become par for the course. In fact, according to an Accenture Digital survey, 56% of businesses claim chatbots are already driving disruption in their industry. As such, those businesses not using the technology will not only be in the minority but stand to fall behind.

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