Leading insurance company MAPFRE Middlesea is the first to implement the use of Artificial Intelligence (AI) within the insurance industry in Malta. The AI has been implemented in the form of a Chatbot called Emma which is now available on both the MAPFRE Middlesea website and Facebook page.
Thanks to newly emerging technologies, the implementation of chatbots has been on the rise in recent years, bringing a new way for businesses to communicate with their customers and address any particular queries which they may have. These chatbots are programs which apply the use of AI in order to simulate real interactions with users through a chat interface. Since Emma is constructed with AI, the chatbot is able to comprehend language and not just commands. Therefore, the more conversations that a chatbot such as Emma has with users, the more intelligent they may become.
The MAPFRE Middlesea chatbot Emma has been designed to address a number of customer queries 24 hours a day, 7 days a week. Emma is capable of addressing queries pertaining to insurance quotes, claims, complaints, contact information, and even queries regarding the company’s benefits such as MAPFRE Assist and their ‘Insure and Save’ Loyalty Scheme.
However, in light of Emma’s constant availability, customers will always have the opportunity to speak to a representative during working hours should they wish to do so. Notwithstanding this, the use of AI has enabled MAPFRE Middlesea with the ability to place greater importance towards more complicated matters, while Emma is able to address the simpler tasks and queries at hand.
Even though the introduction of AI marks the beginning of an innovative digital approach to customer engagement for MAPFRE Middlesea, going forward, the company will continue to place readily-available customer support at the forefront of their business practices in order to ensure timely resolutions as well as customer satisfaction for their clientele.