Jubilee Insurance #ticker:JUB has introduced a chatbot that will assist customers to get answers on insurance queries on mobile phones or online just like at a customer-care desk.
The chatbot is accessible through Facebook Messenger.
The chatbot conducts a conversation via audio or written methods, is designed to simulate how a human being would behave as a conversational partner.
The Nairobi Securities Exchange (NSE) listed firm on Friday said the chat assistant, known as Julie — The Jubilee Insurance Live Intelligent Expert — will shorten the feedback process for customers.
It also termed it as the first bot or Artificial intelligent (AI)-powered chat assistant in the insurance industry in East Africa.
Jubilee Holdings regional chief executive Julius Kipng’etich said they want to disrupt the way insurance companies and customers interact.
“Today’s insurance customer wants a quick, easy and personal service. A chatbot automates simple tasks like updating a policy or getting a quote and it’ll take pressure off our customer service team and give them more time to handle complex enquiries,” said Mr Kipng’etich.
In the banking sector, Co-operative Bank of Kenya #ticker:COOP has also embraced a chatbot with an aim of improving customer’s experiences.
The chabot, accessible through Telegram, allows customers to conveniently find nearby branches, ATMs, Co-op Kwa Jirani agents and easily retrieve answers to frequently asked questions.