Chatbots

Chatbots for Insurances

Chatbot

Allow your insurance customers to communicate with you via chat to actively change their data, make damage claims or simply to take out an insurance.

Conversational Insurance

Below, we present you specific use cases for the service and support chatbot of an insurance company. The main focus lies with answering simple customer questions, referring to an intermediary search and a tariff calculator, and passing an insured party’s concern to a member of staff.

Use Case 1: Contact Details

The customer can learn of relevant contact data with the help of your chatbot. Gathering information on telephone numbers, opening times, postal and mailing addresses is quick and easy.

Use Case 2: Data Change

Your insured customer can make small changes to their data themselves. For instance, they can simply give the chatbot details about their new home address, which will be processed and saved right on the spot.

Use Case 3: Information on Existing Contracts

If an insured person requires an overview on their existing contracts, your chatbot can simply list them all. Furthermore, they are free to request full summaries on each of their individual insurance. Most of the time, however, an insured person wishes to learn about specific details on their existing contracts. Questions such as “What is the sum insured?” or “Is my bike covered by my content insurance?” are answered competently and concisely.

Use Case 4: Tools and Forwarding

Should a potential or existing customer be interested in a new insurance type and would therefore like to inquire costs or general terms and conditions, your chatbot forwards them to the calculation tool or an overview site. Additionally, if the customer needs to visit one of your branch offices nearest to them, the chatbot links to your store finder tool.

Use Case 5: Price Calculation

Nonetheless, your chatbot will be able to execute price calculation itself. If the insured person desires to go on a trip, they are asked to announce the start of said trip, the duration of the trip in days, and the value of their luggage directly in the conversation with the chatbot. On the basis of this data, your chatbot will display a comprehensible sum.

Use Case 6: Conclusion of Contract

To pick up on the aforementioned use case: The insured customer is interested in a travel insurance and passes all relevant information to your chatbot for a price calculation. Based on the gathered data, your customer is made an offer for an appropriate insurance type. Following this, they can conclude the contract directly within the chat.

Use Case 7: Filing a Claim

Furthermore, your chatbot accepts notifications of claims and writes damage reports. This can take place comfortably via our Facebook Messenger integration.

 

Naturally, additional use cases or variations of the ones already mentioned are also conceivable. Let’s design the range of application of your chatbot together! Are you interested in our Conversational Insurance Module? Allow us to convince you of its potentials. Simply write us a mail to find the best possible date for a personal demonstration!

Strengths

Natural Language Processing

Our goal is to develop the best German-speaking chatbots with NLU (Natural Language Understanding).

 

 

 

 

 

We achieve this through extensive ontology, deep semantic analyses, and self-developing tools. Take a peek behind the scenes!

 

Why chatbots?

6 reasons to use chatbots

Let’s start with 3.

Chatbots answer user questions all around the clock, seven days a week.
Chatbots brush up your image. That way, you can reach internet-savvy focus groups - especially young people - better.
Chatbots help your customers by quickly finding the appropriate item and referring to offers.

FAQ

Any questions?

We gladly give you the answer

After installation, can I alter or introduce add-ons to your system?

Yes, your chatbot can be modified and enhanced continuously during operation – by you and by us. Changes can be categorized in three areas: data, facts and answer formulations. You can check and alter answer formulations by yourself via our so-called Chatbot Editor.

Add-ons in this area can be applied in consultation with us. After we process your changes linguistically, we make them available online. Other small linguistic, content-related or technical alterations will be made by us independently after our evaluation of the recorded conversations with the chatbot. We can make you a new offer, should you desire larger enhancements.

How do I know if the chatbot is a success when in operation?

Daily analysis of interactions with the chatbot and its users are part of the deal. Statistics are generated automatically and evaluation on conversation count and success is displayed. Possible shortcomings are identified so that they can be rectified conscientiously.

If the chatbot did not process a question properly, the entire support team will solve the problem quickly. This support team would consist of a professional staff of your business and our client advisor.

My IT department is at its capacity limits. What should I do?

A chatbot from Kauz can be easily integrated into your website, while being hosted by us. If no customer specific information is needed, no interface to your other systems is required.

Therefore, IT measures that are otherwise neccesary for linking to a transaction system do not have to be taken. Only during our one to three months development time would we work closely with one of your  IT experts, for one to two days a week. We handle the rest.

How is the chatbot linked to my systems?

It does not have to be. Our chatbot will be integrated into your website, while no other interfaces to your other systems are neccesary. If you do happen to require the chatbot to be integrated with another system during the later phases of development, we would not object.

Can I choose how my chatbot looks?

How you come across to your customers can have a substantial impact on user experience. This starts with a friendly face that signals trust.

Tailored to your corporate design, Kauz can create an avatar along with a fitting personality that communicates humanly and conveys your corporate identity. Some examples can be found on our chatbot page. Many other styles are possible.

Which resources do I have to make use of for installing and operating your chatbot?

We at Kauz know that the IT department of many businesses is overburdened and that the professional staff is working to capacity. Therefore, our demands on your employees are moderate – however, we require minimal help from you. Only you understand your own business, products, services and the specific needs of your customers. All these aspects have to be taken into account during development and operation of your chatbot.

In the one to three month development period, it is recommended to provide us with one or two professional staff members and one of your IT experts once or twice a week. As soon as the chatbot is launched, we would form a support team, consisting of one of our Kauz specialists dedicated to your business and a staff member of your field. Of course, once we arrange a personal meeting, we can go into detail regarding this process.

How do my customers benefit?

Your customers benefit from a 24/7 availability of consistent and high quality answers without the need to wait for a free staff member in a call center or a live chat.

The inhibition threshold on your website and your Facebook page is relatively low and the communication with the chatbot integrates into daily online conversations effortlessly. Ultimately, the playful element and the always friendly, entertaining interaction with the avatar grant a new and positive customer experience.

How do I benefit?

Your business can save roughly 80-90 % of your full costs for every customer communication handled by our chatbot, instead of your call center, live chat and e-mail support.

Moreover, you are among the few businesses with this new technology. Consequently, your innovative market presence is strengthened. Because younger generations bring forth more tech- and internet-savvy users that are potential customers, your chatbot can help you address this customer segment.

Can I trial your product?

Right here you can converse with our online shop assistant Carla.

Upon request, we can engineer a similar, fully functional demonstrative prototype for your business within 4 – 6 weeks, which you can then put to the test yourself.

What is your pricing policy?

In simple terms, there are two project phases and two corresponding pricing models. The development or adjustment of the chatbot is priced in accordance with merchantable development costs. This process only requires a few staff members and one to three months development time.

We also offer fixed prices for simple prototypes, as well as short demos as entry points. During the operation of your chatbot, you are asked to disburse a favorable monthly licensing fee that covers hosting, support, (answer) modification on your end, plus running improvements on our part.

I want to become a client – How do I go about this?

The use of our technology requires certain prepatory work. Through our collaborative efforts, every chatbot is adjusted to our clients’ business and industry. As a first step, we recommend you to look around our website and test our online shop assistant Carla. This way, you can get an idea about the possibilities and advantages of our chatbots.

We would be happy to further illustrate more details, answer your questions and establish specific advantages for your situation in a personal meeting. Should you be interested in putting a chatbot to use, you are given two options: On one hand, against payment of a convenient fee, we can create a demo tailored to your business. This would exemplify the visual representation of a chatbot on your website, as well as its functional scope. On the other hand, you can commission us to create a functional proof of concept, which we can deliver after one week only.

What are Chatbots?

A chatbot is an intelligent computer program that answers user questions. Often an avatar is used to create a more natural conversational and social environment.

The advantages of chatbots are obvious:

Customers can receive immediate answers to their questions all around the clock. The number of support requests via telephone, e-mail, or live chat can be reduced significantly. Additionally, chatbots disclose information consistently, which signals reliability and integrity to customers.

Do we have other names for ‘chatbots’?

Because we are dealing with new technology, a unified name for chatbots has not been established yet.

They are also known as chatterbots, virtual assistants, digital assistants, online assistants or digital employees.

Dependent on the use case, other names might be preferred.

What technology are your chatbots powered by?

Linguistics or computational linguistics play an important role in creating a chatbot. Through the study of these fields, a complex analysis of texts, sentences, words and their usage and meaning in human communication is made possible. Fundamentally, there are two approaches that can be combined in different ways: Firstly, there are statistical techniques, which are based on extensive linguistically trained data. They can quickly deliver good results for intent detection in certain subject areas, for instance.

The second approach, and our approach at Kauz, is based on Natural Language Understanding and deals with ontology, deep semantic analyses and pragmatics. This approach is therefore suited for specializing on one language at a time, which in comparison to the aforementioned statistical procedure, is no black box. Instead, it is customizable and expandable at any given time.

Are chatbots the same as artificial intelligence?

Chatbots are not simply AI per se. In our view, they can be the subsection of AI that makes human-like speech abilities a possibility. It is a matter of definition whether chatbots can be viewed as artificial intelligence in the current market. Many chatbots are not perceived as intelligent since their answers to user questions are predetermined and statistically derived, without the help of a real reading or articualtion comprehension.

Some might see the odd chatbot as intelligent, since it is self-learning due to practices of machine learning. Wrong or unwanted user input can result in unexpected consequences, which is why the absolute absence of a human supervisory body is barely viable. Chatbots with human-like speech comprehension realized through semantic networks and lexicons can be seen as intelligent. These chatbots are able to generate answers that take context into account as well, such as the conversational partner, time of day, or what has been said in the conversation already. However, since natural languages are extremely complex and dynamic, machine processing can never reach human level of language comprehension fully.

What are chatbots capable of doing well and what are their weaknesses?

Human language is extremely complex. It is ambiguous, sensitive to context and situation, and spiked with exceptions and idioms. For it to be mastered requires a broad knowledge of the real world. You may have faced these challenges yourself when learning a foreign language. Chatbots are capable of understanding a lot, as they also incorporate world knowledge and context into their conversations. Still, they are far from a satisfying interpretation of many expressions.

Chatbots are at their limits when it comes to sentiment filled inputs, irony and sarcasm. The simpler the question, meaning the less subordinate clauses, abbreviations and foregin words, the better the chatbot generated answers fit the user question. You are advised to articulate full sentences, since linguistically based chatbots like ours do not simply filter for keywords but analyze the full sentence itself. That is why Carla can generate different questions when you ask for “who”, “when” or “how”.

Do consumers think chatbots are helpful?

All studies and surveys have shown that the majority of users perceive chatbots as helpful, positive, friendly and time-saving.

Due to the increasing familiarity with these applications and the daily improvement of chatbots, we at Kauz expect a growing user acceptance within the next few years.

Who profits from acquiring a chatbot?

If you happen to receive many customer inquiries internally as well as externally, which you are forced to reply to in a cumbersome and expensive manner via your call center, live chat and e-mail, your business would be the ideal candidate for a chatbot.

Among many other examples, this is relevant to telecommunication and energy providers, banks, insurance companies, online shops, and many more. Please do not hesitate to ask us for a demo! We will gladly give you advice on how such a chatbot can be utilized in your business.

Why would I be in need of a chatbot if I already have a call center and a live chat?

A chatbot offers many advantages over conventional customer service. The costs of a conversation between a customer and a chatbot are only 10-20 % of the costs caused by call center communications or live chats.

Moreover, our technology is available 24/7 and offers great attraction for internet-savvy users. Hence, the possibility to appeal to new customer groups. Additionally, our technology allows for real-time analysis of customer inquiries for a better and efficient marketing.

Can chatbots be used for back office work?

Yes, it does not make a difference who interacts with the chatbot – intern or extern users alike.

In conjunction with modern knowledge management systems in both use cases, a majority of “1st level support” can be avoided.

Who uses chatbots?

Chatbots answer simple and also increasingly complex customer inquiries. Therefore, this technology is suitable for businesses that deal with a large number of end customers with recurring questions regarding products and services. This includes telecommunication and energy providers, banks, insurance companies and online shops.

Due to the novelty of this technology and the fact that not many providers offer high-quality chatbots like Kauz does, the market is relatively limited. Less than a dozen German businesses have utilized a chatbot. However, we at Kauz expect a revolution in terms of customer services, namely the migration from the telephone to the web, similar to how the exchange of letters was taken over by telephony decades ago.

Contact

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