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Industry Research : New Survey Reveals the Vast Majority of Insurance Customers Prefer Conversational AI and Messaging Experiences

#contactcenterworld, @liveperson

LivePerson, Inc. (Nasdaq: LPSN), a global provider in conversational AI, announced the findings of its 2020 Survey of Consumer Preferences Around Insurance examining consumer attitudes and behavior around interactions with insurers, messaging, and conversational AI and commerce.

The October 2020 survey of more than 2,500 U.S., U.K., and Australian respondents reveals that the vast majority of consumers trust messaging experiences and chatbots to help them with insurance questions.

Consumers trust & will purchase more from insurance companies providing the option to engage via AI-powered messaging

The survey results point to the need for insurers to put AI-powered messaging options front and center to accommodate evolving behaviors. Nearly half (49%) of respondents said the pandemic has made them rethink their medical and life insurance policies, and 63% say they would use an insurer's chatbot that could instantly answer questions, including those related to COVID-19 symptoms and testing.

"The relationship between consumers and their insurers is built on trust, and the vast majority of consumers now clearly report that they trust insurance companies more if they provide the option to message to get advice, ask questions, and even make purchases," said Robert LoCascio, founder and CEO of LivePerson. "This is a win-win for policyholders and insurance companies. Policyholders can engage whenever and wherever they want on the messaging channels they love using with family and friends, and insurers can leverage conversational AI to reduce call volume, boost self-service, and exceed customer expectations with an end-to-end digital experience tailored to their needs."

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Key findings of LivePerson's 2020 Survey of Consumer Preferences Around Insurance are summarized below:

- Consumers say conversational insurance experiences are in high demand.

- 75% of consumers say they prefer to have a conversation with someone at their insurance company before making a purchase.

- 70% say they want the ability to securely text or message with their insurance company.

- Consumers express high levels of trust in Conversational AI and messaging for insurance.

- 70% of consumers say they trust an insurance company more if associates are readily available via messaging to give advice, answer questions, and help with purchases.

- 71% say they would also trust an insurance company more if it provided personalized service, which Conversational AI can help insurers deliver at scale.

- The vast majority of respondents say they trust chatbots to help them:
Provide a quote (76%)
Change address (75%)
Make a claim (71%)
Add a member to coverage (74%)
Calculate a rate (78%)
Provide a renewal quote (77%)
Tell them about waiting periods (82%)
Update billing information (76%)

Consumers are much more likely to buy and continue service if given Conversational AI and messaging options.

- 63% said they were more likely to buy insurance from a company if they had the option to message them instead of just call.

- 65% said they are more likely to stay with an insurance company that offers this service.

- More than half (51%) say they'd purchase more from an insurance company that offered a chatbot concierge to help, as opposed to strictly self-serve.

Bupa, an international health insurance and healthcare group with customers worldwide, uses LivePerson's Conversational Cloud to connect with customers over Apple Business Chat, WhatsApp, and SMS and complement its Australian-based call center.

"We know our customers lead busy lives, and digital messaging gives them the ability to communicate swiftly with a real person while multitasking at home, at work, or on the go," said Daryl Niemandt, Director of Customer and Business Operations at Bupa.

Zurich Switzerland is using AI-powered messaging to assist its customers, including fielding a digital assistant to immediately answer coronavirus-related questions. 

"We are very proud to be leading the insurance industry by deploying bots for several use cases. From simple automations that respond to button clicks to complex uses of natural language processing, we're continuously improving our customer service and simplifying purchasing," said Sara Bertone, eCommerce & Performance Manager at Zurich.

LivePerson's 2020 Survey of Consumer Preferences Around Insurance was conducted in October 2020 via an online survey of 2,574 consumers aged 18 and older in the United States, United Kingdom, and Australia. Respondents were asked a series of questions related to insurance and customer care topics.

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent

About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
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Today's Tip of the Day - Play Your Agents Their Calls

Read today's tip or listen to it on podcast.

Published: Wednesday, December 16, 2020

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2022 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
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Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

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