Technology empowers financial services to deliver a more personalized and intuitive customer service. But are we doing enough to keep up with customer demands?
Unless these tools are integrated with those that allow for human-to-human conversation, they risk leaving customers alienated and frustrated.
Insurers need to embrace a hybrid digital experience that merges self-service technology with human-operated digital channels.
Chatbots are able to stimulate human conversation and interact with clients, guide them to the right information and answer queries.