Mr Julius Kipng’etich. FILE PHOTO | NMG
Jubilee Insurance has introduced a chatbot
that will assist customers to get answers on insurance queries on mobile
phones or online just like at a customer-care desk.
The chatbot is accessible through Facebook Messenger.
The
chatbot conducts a conversation via audio or written methods, is
designed to simulate how a human being would behave as a conversational
partner.
The Nairobi Securities Exchange (NSE) listed
firm on Friday said the chat assistant, known as Julie — The Jubilee
Insurance Live Intelligent Expert — will shorten the feedback process
for customers.
It also termed it as the first bot or Artificial intelligent
(AI)-powered chat assistant in the insurance industry in East Africa.
Jubilee
Holdings regional chief executive Julius Kipng’etich said they want to
disrupt the way insurance companies and customers interact.
“Today’s
insurance customer wants a quick, easy and personal service. A chatbot
automates simple tasks like updating a policy or getting a quote and
it’ll take pressure off our customer service team and give them more
time to handle complex enquiries,” said Mr Kipng’etich.
In the banking sector, Co-operative Bank of Kenya
has also embraced a chatbot with an aim of improving customer’s experiences.
The
chabot, accessible through Telegram, allows customers to conveniently
find nearby branches, ATMs, Co-op Kwa Jirani agents and easily retrieve
answers to frequently asked questions.
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