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Sompo Insurance Singapore's chatbot help consumers make informed buying decisions

Anuradha Shukla | Aug. 11, 2017
Powered by IBM Watson, the chatbot can answer questions in natural language and provide customised recommendations based on the information provided by consumers.

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Credit: GraphicStock

Sompo Insurance Singapore has launched a general insurance chatbot called Serene to help consumers make more informed buying decisions by providing them with data-driven recommendations.

Built into the Hearti Chat mobile app, Serene 'learns' from Sompo's database of answers to queries on travel insurance such as eligibility, coverage and exclusions. It will direct consumers to human customer service officers if the question is beyond the parameters of its programme, according to The Straits Times report.  

Since Serebe leverages IBM Watson Conversation services, it is able to respond to users' queries in natural language 24/7. This allows users to easily access details about a particular insurance product and purchase it thereafter.

In addition, the chatbot can recommend suitable insurance policies to consumers based on the information they provide. The provided information can also be used to automatically fill in insurance applications form online, as reported by The Straits Times.  

Commenting on Serene, Koh Yen Yen, chief distribution officer of Sompo, said: "This is our first foray into having an in-app general insurance specialist who can provide 24/7 customer service on our flagship travel insurance. Those who are highly mobile and digitally savvy will appreciate such convenience and we see a great potential to expand the product range including new products in the future."

Sompo plans to add more insurance policies, including personal accident insurance, to Serene in future.



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