Shaping the future of insurance with IBM Watson: a Whitepaper

Armonk, NY (Dec. 18, 2014) – As the insurance market becomes digital, digitally savvy customers, based on their experience with other industries such as retail, expect insurers to provide the same advanced customer experience to them during their interactions.

Customers expect insurers to know them in advance when they call, proactively engage with them after gathering relevant information from data such as social media and call center logs, and provide them with proactive advice and guidance.

For this paper, the term “customer” includes all parties that receive or provide services to an insurance company (for example, customer service representatives (CSRs) and brokers claimants, and third parties such as administrators, independent adjusters, and outside counsel).

To meet these changing customer expectations, Property and Casualty (P&C) and Life insurers are looking for innovative solutions that can enable them to shape the future of insurance by improving customer experiences. They are looking for intelligent, automated chat solutions with self-service capability at their call centers, with which the customers can chat in natural language just as they chat with a CSR and obtain the required support quickly in real-time.

IBM Watson delivers this next wave of customer engagement capability to insurers through cognitive computing capability.

Access the IBM Watson whitepaper here.

Shaping the future of insurance with IBM Watson. Redefine the next-generation customer experience.

IBM has a historical commitment to research – investing $6 billion per year. Watson was a product of this commitment. Watson enables humans to chat with it in natural language through a feature called ‘Watson Personal Advisor’ (Powered by Watson).


A webinar, “How Cognitive Computing is transforming the Insurance Industry,” brought to you by IBM and, will be held Tuesday, February 3, 2015.

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Source: IBM