Consumer ’ s technology preferences are , today , changing at a rapid pace . How important is it that insurers see customer service automation as a practice in need of constant evolution ?
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Consumer ’ s technology preferences are , today , changing at a rapid pace . How important is it that insurers see customer service automation as a practice in need of constant evolution ?
Lautaro Mon With rapidly changing consumer technology preferences , insurance firms must regard customer service automation as an ever-evolving practice . Constant adaptation is essential for meeting customer expectations effectively .
AI and automation are not static solutions ; they are tools that continually adapt to align with consumer needs and business objectives .
AI exerts significant changes , including hyper-personalised customer experiences and AI-driven risk prevention . These innovations highlight that insurers recognise the need for continuous innovation to meet consumer expectations .
This manifests in features like the “ AI-Powered Hyper-Intuitive Customer Experience ,” where insurers can employ advanced AI interfaces , such as holographic avatars , to adapt to consumers ’ growing comfort with and expectations for hightech interactions .
As technology advances , so will consumer preferences for how they wish to interact with services . If insurers fail to keep their customer service automation tools up-to-date , they risk not only operational inefficiency but also a growing disconnect with their customer base , which could directly impact business growth .
John Beal Consumer expectations are evolving quickly , especially where technology preferences are concerned . When applying for a new policy , submitting a claim , or prospecting renewals , consumers increasingly expect automation and simplicity using the technology they are familiar and comfortable with .
Keeping pace with this expectation is front of mind for much of the insurance sector but what we need to remember is that behind every automated service is data to drive those decisions and responses . The right data has to be injected at the right point at the right time in the customer journey to smooth the customer experience – whatever the technology used .
Mohit Manchanda It is not just customers ’ technology preferences that are changing - their expectations of customer service are evolving , too .
In today ’ s economic climate , financial difficulties mean customers have a lower harm threshold ; insurance firms must make their critical customer services resilient to provide more tailored and responsive support .
Today , insurance brands are held to the same standards as retail and customer service brands , which is the experience that customers benchmark them against .
Such higher expectations of service go together with an expectation of better technology , which keeps pace with the technological evolution customers see in their day-to-day lives .
84 December 2023