Health Insurance Chatbot Applications, Benefits and Bot Template

An insurance chatbot is an AI-powered virtual assistant solution designed to help ease communication between insurance companies and their customers. It uses artificial intelligence (AI) and machine learning (ML) technologies to automate a variety of processes and steps that customer support people often do in the industry. Chatbots can provide insurance services and healthcare resources to patients and insurance plan members. Moreover, integrating RPA or other automation solutions with chatbots allows for automating insurance claims processing and healthcare billing.

A chatbot can assist in this process by asking the policyholder to provide pictures or videos of any damage (such as from a car accident). The bot can either send the information to a human agent for inspection or utilize AI/ML image recognition technology to assess the damage. Next, the chatbot will determine responsibilities based on the situation. Also, we will take health insurance chatbot a closer look at some of the most innovative insurance chatbots currently in use. Whether you are a customer or an insurance professional, this article will provide a comprehensive overview of the exciting world of insurance chatbots. Even with digitalization efforts, 46% of people still prefer talking to an agent over the phone to using a self-service option.

Explain insurance plans in simple terms

Your chatbot can then take all the necessary steps to qualify your customers and only push the serious ones through to your agents. According to

Statista,

only five percent of insurance companies said they are using AI in the claims submission review process and 70% weren’t even considering it. Many sites, like TARS, offer pre-made insurance chatbot templates so you don’t need to start from scratch when creating your scripts.

It can also facilitate claim validation, evaluation, and settlement so your agents can focus on the complex tasks where human intelligence is more needed. Let your chatbot handle the paperwork for your policyholders, so all they are left with is informing the chatbot of the nature of the claim, providing additional required details and adding supporting documents. The bot finds the customer policy and automatically initiates the claim filing https://www.metadialog.com/ for them. Chatbots also support an omnichannel service experience which enables customers to communicate with the insurer across various channels seamlessly, without having to reintroduce themselves. This also lets the insurer keep track of all customer conversations throughout their journey and improve their services accordingly. Agents will focus on providing relevant coverage and assisting consumers with portfolio management.

Channels

The challenge here for software developers is to keep training chatbots on COVID-19-related verified updates and research data. As researchers uncover new symptom patterns, these details need to be integrated into the ML training data to enable a bot to make an accurate assessment of a user’s symptoms at any given time. The Indian government also launched a WhatsApp-based interactive chatbot called MyGov Corona Helpdesk that provides verified information and news about the pandemic to users in India.

Chatbots can educate clients about insurance products and insurance services. Chatbots provide non-stop assistance and can upsell and cross-sell insurance products to clients. Good customer service implies high customer satisfaction[1] and high customer retention rates. Chatbots gather a wide range of client information and have quick access to it. It allows computers to understand human language and respond in a way that is normal for humans. The conversation is not necessarily how they naturally communicate, but it should feel normal to make them feel at ease.

Be there for new and existing policyholders at all times

Therefore, we expect to see more implementation opportunities of chatbots in the insurance industry which are AI driven tools. Insurance companies can also use intelligent automation tools, which combines RPA with AI technologies such as OCR and chatbots for end-to-end process automation. Based on the insurance type and the insured property/entity, a physical and eligibility verification is required. Claim filing or First Notice of Loss (FNOL) requires the policyholder to fill a form and attach documents. A chatbot can collect the data through a conversation with the policyholder and ask them for the required documents in order to facilitate the filing process of a claim. Although, if you’re looking for a basic chatbot assisting your website visitors, we advise you to take a look at some existing solutions like Smith.ai, Acobot, or Botsify.