Subscribing a Travel Insurance via Facebook Messenger

This AI-powered Machine Learning-based chatbot allows customers to interact using natural language.
Goals: this bot is first meant to let Internet users apply for travel insurance offers, and be sent answers to simple questions.
Customer process: for starters, this chatbot asks a series of questions to customise the insurance plan (yearly insurance or for a single trip, coverage levels, travel dates, etc.). The users may then provide their personal information and pay for their insurance by card. The contract is automatically sent via e-mail.
Despite its ability to rely on natural language, this bot only relies on guided discussions (button-based check lists). The conversation may go back and forth.
This bot may later be able to deal with other services, including processing claims and damage reports, for instance.

Shorter subscription processes. Starr intends to save their customers and prospects time when applying for a travel insurance: an easy-to-subscribe product even at the last minute.
Aiming for young customers. Starr Insurance opts for Facebook Messenger to potentially aim for younger customers and bets on social media to handle customers’ requests on-to-go.

Other travel insurance players already implemented similar channels. FWD Singapour or AXA rely on WeChat-based chatbots for their application processes as well as for claims.
Zurich, for its part, opted for a relatively similar approach with Pluto in the UK: building on mobile connectivity and social media for near-instant travel insurance subscriptions. In this case, Facebook Messenger plays e part in dealing with customer relation and claims.

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