Language models such as ChatGPT are becoming an integral part of excellent customer service and are the key to remaining competitive in the future. Luise Hübbe, psychologist and Chief Strategy Officer at Experience One, explains what this means for the insurance industry in her guest article in the trade magazine “Versicherungsbote”.
Generative AI makes it possible to use large language models such as ChatGPT to enter into an individual dialog with policyholders and offer tailored advice. The technology in the form of an AI advisor, answers questions as if they came from a human advisor. This makes individual advice digitally accessible - even for users who previously preferred to call the service hotline. This offers enormous potential, especially in the complex areas of the insurance industry.
For insurers, accessible, personalized advice offers enormous growth potential. For customers, the customer advisor of the future will significantly improve service and experience. A win-win situation for both sides. If you don't start now to draw up an individual roadmap for digital transformation based on your own level of AI maturity, you will lose customers.