The Ultimate Guide to Conversational AI For Insurance

The Ultimate Guide to Conversational AI For Insurance

The Ultimate Guide to Conversational AI For Insurance

The Ultimate Guide to Conversational AI For Insurance

Imagine the following scenario: 

  • Reduced waiting time to reach the agents 
  • Policy information is readily available for accessing anytime
  • Inquiries and questions are answered instantly and 24/7
  • Agents freed from handling low-level inquiries 
  • Reduction in incident resolution time 

However, achieving this in the insurance industry comes with challenges and requires a strategic partner to help you achieve it. By doing so, you gain clients' trust in complex insurance processes, agent support, and the need for personalized services. 

Conversational AI is your strategic partner that completely transforms how your insurance industry functions and how you and your agent interact with customers. It streamlines your internal processes and brings intelligent automation and conversational responses to the evolving insurance industry.

Let’s discuss how conversational AI can revolutionize the insurance sector for all the good reasons. 

Let’s dive in!

What is Conversational AI?

Conversational AI leverages NLP, ML, LLMs, speech recognition, and NLU technologies to create human-like interactions. 

It enables the computer to understand, interpret, and respond like humans and naturally initiate conversations with humans. ChatGPT is a perfect example of conversational AI. 

Conversational AI is a technology that can be used as chatbots and virtual assistants. It creates an intuitive user experience and helps users interact with computers.

Understanding Conversational AI for Insurance

McKinsey research estimates that by 2030, more than half of the current claims will be replaced by automation. Another study ascertains that AI will reduce operational costs by 40% and increase productivity in insurance processes by 2030. 

Like many others, the insurance industry is significantly transforming using AI, and conversational AI makes implementing and using this technology easier. It streamlines operations, brings ITSM intelligence, and improves customer interaction and overall efficiency. 

It streamlines insurance claim processes and sales, enhances customer support, and ensures 24/7 availability, providing prompt responses. 

Benefits of Conversational AI for Insurance

Conversational AI offers more than a customer experience. It offers you: 

Customer Satisfaction

  • Enables 24/7 instant assistance availability and immediate response through AI-powered chatbots and virtual assistants to address customer inquiries
  • Reduces the long wait time for customers seeking agent support, reducing frustration and creating a satisfying experience


  • Tailors interaction with individual needs, offering relevant information and self-service options for insurance inquiries, enabling customers to manage policies, premium payments, and claim updates themselves.
  • Automates the initial claim filing process by gathering basic information upfront from the database and customer interaction, expediting the claim process

Improves operational efficiency

  • Frees up human agents to focus on complex cases requiring meticulous attention by answering simple questions, automating onboarding, and assisting with policy details
  • Provides personalized support drawing data from the agile knowledge base
  • This leads to faster resolution time, reduces errors, and improves efficiency, reducing operational costs and enabling better allocation of resources
  • Offers valuable insights into customer preferences and behavior, which can be used to refine marketing strategies and insurance product offerings. 

Drives sales and growth

  • Helps you engage with potential customers using chatbots, answering preliminary questions and qualifying leads, which helps the sales team convert them faster
  • Analyzes customer data to recommend personalized insurance products, increasing the likelihood of conversions
  • Helps build positive brand perception and customer loyalty.

Use Cases of Conversational AI in Insurance With an ITSM Tool

Conversational AI provides the following innovative solutions to insurance industry challenges and improves experience:

Streamlining Customer Support Services 

Virtual assistants and chatbots powered by conversational AI enable you to offer immediate customer support through multiple channels. It makes support services accessible 24/7, enabling customers to engage in natural language conversations, inquire about policy details, get information, and receive help in tasks like billing and premium calculation. 

When using AI-based ITSM for insurance, you get advanced incident management capabilities, which makes the entire system more efficient. 

It streamlines and automates raising tickets for recurring incidents reported by customers and auto-routes those tickets to the right agent for faster resolution.

AI-based ITSM also brings the power of an agile knowledge base, which helps the conversational AI chatbot tailor responses and make recommendations based on customer information and insurance history. It also ensures that the chatbot delivers accurate and up-to-date information to users. 

Efficient Claim Processing and Management 

Conversational AI streamlines the claim process by automating initial submissions. When you power it with ITSM, you also automate incident creation and ticket assignment. This ensures efficient handling of claim submissions with minimal human intervention.

It also enables insurers to provide real-time updates on claim submissions, enhancing transparency and customer satisfaction.

Policy Recommendations and Sales Assistance 

ITSM tools powered by AI capabilities analyze customer data and recommend tailored policies based on customer needs and preferences. The conversational AI chatbot also guides the customers throughout the sales process, assisting them with policy features, premium costs, coverage limits, etc. It also automates tasks like document collection and policy issuance, reducing errors substantially. 

Facilitates Smooth Customer Onboarding

Conversational AI facilitates smooth customer interactions and onboarding by guiding new policyholders through the process. It collects information and facilitates auto-identity verification and document submission. The ITSM integration ensures that any issue during the onboarding is addressed quickly. 

It also expedites verification and approval by integrating with the database, instantly verifying eligibility and applicant information, and issuing immediate approval. In case of issues, it automatically creates an incident to address them in the verification process. 

Risk Assessment

AI is credited with playing a pivotal role in risk assessment by meticulously analyzing customer data and gathering information about demographics, past insurance history, claims, age, and lifestyle. Conversational AI-powered VAs use advanced algorithms to evaluate the risk and determine appropriate coverage and premiums. An ITSM tool integrates past incidents and service requests to access the customer’s risk profile, giving you a complete assessment of the risks involved. 

Fraud Detection and Prevention

AI-based ITSM uses advanced analytics to continuously monitor customer conversations for inconsistencies and unusual behavior. It identifies patterns and detects any indicators of fraudulent activities. 

ITSM enhances fraud detection and prevention by providing access to the incident database. This database helps find trends or any unnatural behavior related to fraudulent activities in the incidents reported and the support service data. 

An AI-based ITSM also facilitates real-time alerts in case suspicious activity is detected. It automatically notifies the response team, triggers fraud prevention protocols, and initiates tickets for investigations into the issue detected.

Policy renewals and cross-selling 

AI-based tools are excellent for streamlining reminders. They proactively send reminders for policy renewals, provide policy options for new launches, suggest the best policy based on customer data, and assist customers in the renewal process. All this happens with the help of automation. 

Using the data, it identifies upselling and cross-selling opportunities and recommends additional products like zero dep cover, no claim bonus protection, or coverage enhancements to customers.

Customer feedback analysis 

AI-based ITSM runs sentiment analysis on the customer feedback collected through various channels and extracts actionable insights. These insights give you a fair idea of customer pain points, which can then be integrated with the feedback management system, categorized, and sent to the relevant team for resolution. 

This helps improve service quality exponentially.

Predictive analytics

Predictive analytics helps you make data-driven decisions by offering insights into the current data and forecast trends.

Predictive analytics anticipates customer needs by analyzing their insurance history and market trends to capitalize on opportunities. It also predicts possible issues and their impact and suggests ways to resolve them proactively.

Intelligent IT Ops and Service Desk 

IT ops and service desks oversee the smooth functioning of the entire insurance process and work diligently on reducing disruptions and enhancing productivity. With conversational AI, your helpdesk solutions become a friendly tool for high ticket volumes.

It helps in streamlining IT operations by:

  • Automating routine tasks
  • Enabling desktop automation 
  • Process orchestration 
  • Automatically creating tickets 
  • Incident, problem, and change management
  • Agile knowledge management
  • Sending real-time notifications 
  • And offering robust reporting features

Implementing Conversational AI in Insurance–Choosing the Right Tool

Conversational AI boosts efficiency in insurance workflows and processes, but that happens when you integrate the right tool. is a conversational AITSM tool that acts as your GenAI sidekick, helping you navigate insurance industry challenges. Streamlining insurance processes and enabling intelligent ticketing and routing systems your operational efficiency and service desk needs. offers:

  • Industry-specific understanding to offer tailored solutions
  • Seamless integration with MS Teams. works within the familiar interface of Teams and has a smooth learning curve
  • Offers robust integrations with existing systems and 1000+ apps to bring all the data under a single umbrella for predictive analysis, reporting, and insights
  • Provides multi-channel support
  • No-code automation studio to create processes for repetitive tasks, freeing up agents' time
  • Conversational ticketing creates tickets upon the user’s request and also allows a live chat option with the agent for quick redressal of issues
  • Offers incident auditability to track the incident's origin and record the ticket's entire lifecycle for the future.

Conversational AI in Insurance: Data-Driven Decision-Making

AI is revolutionizing the insurance industry, and as a data-driven sector, GenAI can drive exceptional growth by streamlining its internal and client-facing processes. is pivotal in accelerating this change and bringing higher efficiency to the sector. You get data-driven decision-making abilities, automation of your repetitive insurance tasks, workflow optimizations, and higher agent productivity.

To experience this efficiency and unlock how conversational AI can benefit your agents, book a demo with today!


  1. How can Gen AI be used in insurance?

GenAI can help improve customer services through personalized interactions, automating claim processing, and analyzing vast insurance data to identify frauds, mitigate risks, and improve operational efficiency in the insurance industry.

  1. What are the use cases of conversational AI in insurance?

Conversational AI provides customer support services through chatbots, facilitates claim management, offers personalized policy suggestions, helps in the renewal process, automates customer onboarding, and conducts feedback analysis. On the operations side, conversational AI can be integrated with ITSM with tools like to create a conversational AI-based helpdesk and service desk for employees.

  1. What are the main barriers to adopting AI in the insurance industry?

Data security breaches, regulatory compliance, and the complexity of integrating AI with legacy systems pose barriers to AI adoption in the insurance industry. These are followed by cultural resistance from security concerns and the lack of skilled professionals. However, tools like offer safe and secure ITSM solutions with AI capabilities that mitigate security risks and improve insurance operational processes exponentially.

  1. How do insurance companies use AI to mitigate risk?

Insurance companies use predictive analytics to assess and forecast risks and detect fraudulent activities through advanced AI algorithms.

  1. How can AI adoption impact the insurance industry?

AI can profoundly impact the insurance industry by driving innovation, enhancing customer experience, improving operational efficiency, assessing risk, and facilitating the sale of new insurance products based on customer data.

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