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CLICK TO WATCH : LIBERTY SHORT-TERM INSURANCE 455 having to talk to a call centre agent ,” he elaborates , highlighting how the usual call centre process could take over half an hour and is only available during office hours . With a personable demeanour and easy-to-understand language , the chatbot is also available 24 / 7 . As such Vermaak argues that “ it aligns itself with the needs of the online world ” where clients “ want insurers to be proactive , convenient and always available ”.
Not only is the chatbot a click away , it ’ s also omnichannel , meaning that customers can interact with it whatever way they prefer , whether that ’ s through the mobile app or web interface . It ’ s a significant differentiator , Thomas argues , because it ’ s truly disrupting the customer experience and giving them greater control . “ For example , if a customer is using the chatbot or a digital channel and they want to resume the enquiry at a later date on a different channel then they can do that on the digital channel or they can also switch and decide to talk to an agent whenever they want ”. Another key advantage of the chatbot
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