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Conversational Agents for Insurance Companies

From Theory to Practice
 
: Kötter, Falko; Blohm, Matthias; Drawehn, Jens; Kochanowski, Monika; Götzer, Joscha; Graziotin, Daniel; Wagner, Stefan

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Volltext ()

Herik, Jaap van den (Ed.):
Agents and Artificial Intelligence. 11th International Conference, ICAART 2019 : Prague, Czech Republic, February 19-21, 2019; Revised Selected Papers
Cham: Springer Nature, 2019 (Lecture Notes in Artificial Intelligence 11978)
ISBN: 978-3-030-37493-8 (Print)
ISBN: 978-3-030-37494-5 (Online)
S.338-362
International Conference on Agents and Artificial Intelligence (ICAART) <11, 2019, Prague>
Ministerium für Wirtschaft, Arbeit und Wohnungsbau Baden-Württemberg WM BW

Business Innovation Engineering Center
Englisch
Konferenzbeitrag, Elektronische Publikation
Fraunhofer IAO ()

Abstract
Advances in artificial intelligence have renewed interest in conversational agents. Additionally to software developers, today all kinds of employees show interest in new technologies and their possible applications for customers. German insurance companies generally 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 theoretically by determining which classes of agents exist which are of interest to insurance companies, finding relevant use cases and requirements. We add two practical parts: First we develop a showcase prototype for an exemplary insurance scenario in claim management. Additionally in a second step, we create a prototype focusing on customer service in a chatbot hackathon, fostering innovation in interdisciplinary teams. In this work, we describe the results of both prototypes in detail. We evaluate both chatbots defining criteria for both settings in detail and compare the results and draw conclusions for the maturity of chatbot technology for practical use, describing the opportunities and challenges companies, especially small and medium enterprises, face.

: http://publica.fraunhofer.de/dokumente/N-618227.html