Although chatbots today have become ubiquitous, most chatbots deployed by insurers and RPPs (retirement plan providers) perform a limited set of functions. Chatbots can be potentially designed to engage with customers during the decision-making phase to understand the context, have a meaningful conversation, and nudge the user toward optimal financial behavior. Designing persuasive chatbots in insurance could be explored by deploying hybrid chatbots to achieve improved customer engagement in insurance.
Designing a persuasive chatbot in order to achieve improved digital self-service would require a proper framework and a step-by-step approach:
- Identification and analysis of persuadable business events
- Defining and designing the persuasive strategy and conversation flow by enumerating arguments, probable counterarguments, and pertinent persuasive appeals
- Drawing up strategies to counter probable user intentions and cognitive arguments
