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Excalibur Insurance’s chatbot Aiden

In Action Summary

Excalibur Insurance, an Ontario-based P&C broker with offices in Clinton, Mitchell, Wingham and Exeter uses an AI chatbot – Aiden – to service its clients.

Examples of chatbots from Excalibur Insurance (Chatbot called Aiden) and GEICO (Chatbot called Kate)

Although chatbots have the potential to reduce operational costs and revolutionise claims processing, projected to result in cost savings of almost $1.3 billion by 2023, up from $300 million in 2019, the fact is they are still very much in their nascency and still need several iterations before they can replace human judgement across claims, distribution and customer service functions.


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