Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

Falko Koetter, Matthias Blohm, Monika Kochanowski, Joscha Goetzer, Daniel Graziotin, Stefan Wagner

2019

Abstract

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 their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.

Paper Citation

in Harvard Style

Koetter F., Blohm M., Kochanowski M., Goetzer J., Graziotin D. and Wagner S. (2019). Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies.In Proceedings of the 11th International Conference on Agents and Artificial Intelligence - Volume 1: ICAART, ISBN 978-989-758-350-6, pages 19-30. DOI: 10.5220/0007252100190030

in Bibtex Style

@conference{icaart19,
author={Falko Koetter and Matthias Blohm and Monika Kochanowski and Joscha Goetzer and Daniel Graziotin and Stefan Wagner},
title={Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies},
booktitle={Proceedings of the 11th International Conference on Agents and Artificial Intelligence - Volume 1: ICAART,},
year={2019},
pages={19-30},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007252100190030},
isbn={978-989-758-350-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 11th International Conference on Agents and Artificial Intelligence - Volume 1: ICAART,
TI - Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies
SN - 978-989-758-350-6
AU - Koetter F.
AU - Blohm M.
AU - Kochanowski M.
AU - Goetzer J.
AU - Graziotin D.
AU - Wagner S.
PY - 2019
SP - 19
EP - 30
DO - 10.5220/0007252100190030