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Services of interest
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Arthur D. Little

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SØNR

Sønr is the world’s most comprehensive source of innovation intelligence. It is a subscription platform used by some of the best known insurance companies globally.

It tracks millions of companies around the world and provides insight on the latest market trends, the startups and scaleups reshaping the industry, and intelligence on how other big insurers are innovating.

Sønr includes a suite of tools designed for teams to better collaborate and connect. From recording meetings to capturing and sharing Notes, to being able to track and share activity across the company using Watchlists and CRM boards.

The platform is backed up by a team of consultants, researchers and analysts who support clients in discovering and creating new business opportunities.

Now Health’s AI chatbot

In View Summary

Now Health International Group has launched a new chatbot to complement its existing suite of digital tools designed to enhance the online customer experience.

The chatbot basically provides a simple and fast channel for customers to get advice on their policy, aligning with the company’s brand proposition to delivering simple and accessible health insurance to its globally mobile customer base.

Customer can seek advice on how to get a quote, submit a claim and search for a medical provider within the Now Health International network.

Now’s AI Chatbot provide a simple and fast channel to have one-on-one conversations with the customers.

 

Interestingly, Now Health turned to a chatbot development platform called ChatFuel and can be accessed via Now Health International’s Facebook Messenger function. As the functionality being offered currently is limited, Now Health plans to add new capabilities over time to improve the overall Chatbot ‘conversation’, such as the use of neuro-linguistic programming (NLP) techniques.

Damian Delaney, Now Health’s Chief Commercial Officer, said, “We are pleased to be the first specialist IPMI provider to launch a chatbot, further cementing our position as an innovator in the sector. As technologies such as AI, augmented reality and wearables continue to evolve, we will continue to adapt and ensure we take advantage of the benefits and efficiencies they can offer us, our members and distributors.

Reported Benefits

Benefit to Customers

  • A simple and convenient channel for customers to get advice about policies.
  • AI enabled search and guidance.
  • An additional communication channel when in need of information about policies.

Benefits to the Insurer

  • An opportunity to enhance the customer experience online.
  • Efficient query handling.
  • Opportunity to harness customer data for better insights.

The Digital Insurer's View

Chatbots are currently popular with insurers keen to streamline customer service obligations and establish a new source from which sales, operational and claim data can be collected.

Ultimately, with this chatbot, Now Health is evolving its existing set of digital tools which further enables its globally mobile user base to access their policy benefits anywhere and at any time through the device of their choice.

References

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