Saranya, B (2025) A STUDY ON AI CHATBOTS FOR INSURANCE TRANSFORMING CUSTOMER SERVICE. A STUDY ON AI CHATBOTS FOR INSURANCE TRANSFORMING CUSTOMER SERVICE. p. 28. ISSN 978-81-985657-0-9

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Abstract

The integration of AI-powered chatbots in the insurance industry is transforming
customer service by improving efficiency, reducing response times, and streamlining
insurance processes. These intelligent virtual assistants leverage artificial intelligence, natural
language processing, and machine learning to assist customers with policy inquiries, claims
processing, and issue resolution. This study aims to assess the impact of AI chatbots on
response time, workload reduction, and overall service efficiency in the insurance sector.
Through surveys and statistical analysis, the research evaluates customer satisfaction, the
effectiveness of chatbots in automating routine tasks, and potential challenges faced in their
implementation. The findings highlight the benefits of AI chatbots in enhancing accessibility,
minimizing human intervention, and improving customer experience while also identifying
limitations such as chatbot accuracy and handling complex queries. The study concludes with
recommendations for optimizing chatbot performance to further enhance customer service in
the insurance industry.

Item Type: Article
Uncontrolled Keywords: AI chatbots, customer service, insurance industry, response time, workload reduction, claims processing, policy inquiries, artificial intelligence, machine learning, chatbot efficiency.
Divisions: PSG College of Arts and Science > Department of Commerce
Depositing User: Dr. B Sivakumar
Date Deposited: 23 Feb 2026 07:17
Last Modified: 23 Feb 2026 07:17
URI: https://ir.psgcas.ac.in/id/eprint/2644

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