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Advances in artificial intelligence have renewed interest in conversational agents. Additionally to software developers, today all kinds of employees show interest in new technologies and their possible applications for customers. German insurance companies generally are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies theoretically by determining which classes of agents exist which are of interest to insurance companies, finding relevant use cases and requirements. We add two practical parts: First we develop a showcase prototype for an exemplary insurance scenario in claim management. Additionally in a second step, we create a prototype focusing on customer service in a chatbot hackathon, fostering innovation in interdisciplinary teams. In this work, we describe the results of both prototypes in detail. We evaluate both chatbots defining criteria for both settings in detail and compare the results and draw conclusions for the maturity of chatbot technology for practical use, describing the opportunities and challenges companies, especially small and medium enterprises, face.
Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing the
Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation data and u
As AI continues to advance, human-AI teams are inevitable. However, progress in AI is routinely measured in isolation, without a human in the loop. It is crucial to benchmark progress in AI, not just in isolation, but also in terms of how it translat
Delivery of digital behaviour change interventions which encourage physical activity has been tried in many forms. Most often interventions are delivered as text notifications, but these do not promote interaction. Advances in conversational AI have
The ongoing COVID-19 pandemic has raised concerns for many regarding personal and public health implications, financial security and economic stability. Alongside many other unprecedented challenges, there are increasing concerns over social isolatio