How RPA differs from conversational AI, and the benefits of both

information age | Oct 23, 2020 at 5:11 PM
  • Conversational AI lends itself to automating human-facing and more personalized interactions.
  • Usually, insurance agents go back and forth with a customer to gather multiple proof documents that need to be validated and attached to the customer record so that the policy can be finalised.
  • Using a chatbot or digital assistant to ask “Please upload an image of your driver’s license here,” or, “Can you upload a copy of your recent banking statement?” takes the onus off the human agent to keep chasing down these documents, and also offers a more seamless and convenient customer experience as they go through the onboarding journey.