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Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

: Kötter, Falko; Blohm, Matthias; Kochanowski, Monika; Götzer, Joscha; Graziotin, Daniel; Wagner, Stefan

Fulltext ()

Rocha, A. ; Institute for Systems and Technologies of Information, Control and Communication -INSTICC-, Setubal:
11th International Conference on Agents and Artificial Intelligence, ICAART 2019. Proceedings. Vol.1 : February 19-21, 2019, Prague, Czech Republic
SciTePress, 2019
ISBN: 978-989-758-350-6
International Conference on Agents and Artificial Intelligence (ICAART) <11, 2019, Prague>
Conference Paper, Electronic Publication
Fraunhofer IAO ()

Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.