Analysis: Chatbots – Where is the love?
‘Chatbot’ has long-become an insurance industry buzzword, but penetration remains low and firms are still grappling with how to use early iterations of the technology. Elsewhere, some chatbot pilots have failed.
Just 41% of UK insurers are using live chat functionality on their websites, with only around a quarter of these powered by a chatbot, according to Acord’s annual Digital Customer Experience Study.
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