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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

 

 

Srivathsan Karanai Margan

Domain Consultant, Insurance Research and Innovation Lab, BFSI, TCS

Suresh Aranala Krishnamurthy

Domain Consultant, Insurance Research and Innovation Lab, BFSI, TCS