Consumer expectations for instant service and ease of doing business have never been greater. Resources available on your agency website are no exception. In this digital-first world, your agency needs to meet these expectations in order to compete.
A great solution is a chatbot—a software program that can interact with your website visitors through simulated human conversation either via voice or text. Chatbots are providing huge benefits in not only immediate customer service but also by supplementing strained staff workloads by offering automated, insurance-based answers and direction that consumers and customers are looking for.
“Consumers and agency customers expect responses and insights when they want," says Ron Berg, executive director of the Agents Council for Technology (ACT). “Chatbots can not only provide instant responses to a wide variety of questions after-hours, they can expand already-busy agency staff during office hours."
But when it comes to chatbots, questions abound. What agency info can they really relay? What are some of the challenges? What are the benefits? How do I get started?
Using the combined power of our customer experience work group, ACT has created “An Agent's Resource Guide To Chatbots" to help you understand, plan, and execute a chatbot strategy for your agency.
We've broken the world of chatbots down into understandable, action-oriented segments:
- What is a chatbot?
- How are they used in our independent agent distribution?
- What are the main challenges in using chatbots?
- The many agency benefits
- Main considerations before purchasing and implementing
- Features and selecting a chatbot vendor
This easy-to-use resource guide is available free to all Big “I" member agencies. A web-based and downloadable PDF version is available on the ACT page.