Back to basics: Conversational Insurance

Sponsored by LivePerson 

After years of “disruptors” making headlines in their industries, this year we saw a disruptor that affected us all: a global pandemic that magnified the holes in our customer experiences. With contact volumes spiking, customers in dire need of information, agent capacities limited by remote work, only a few brands were prepared to adapt to such a shift — those leveraging messaging and Conversational AI. Now, with reduced opportunities for physical interactions, consumers are looking for new, frictionless ways to connect with their providers. In fact, PwC reports that 41% of survey respondents say they are likely or more likely to switch providers due to a lack of digital capabilities. With a strong conversational strategy, your customers can ask questions, get support, make a claim, purchase a plan, and more — all in the messaging channels they know and love. In this session we’ll discuss:

  • How insurers can leverage channels like SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and more to efficiently support and transact with their customers.
  • The power of verbatim customer intent data and how brands are using it to build bots that handle FAQs and routine processes, freeing agents’ time for high-value interactions.
  • How you can turn your dated IVR system into a powerful deflection tool, shifting contact volume to messaging.


To secure your invite, register here