New technologies generate a great deal of excitement, and there’s a positive buzz right now about the potential impact of artificial intelligence, machine learning and automation in the insurance industry. There’s little doubt that AI is set to play a major modernizing role, but carriers are right to be a little cautious about precisely how they embrace new systems.

Chatbots have many interesting applications in insurance, and we’re going to delve into some of them in a moment. However, there is no substitute for years of experience and professionalism with a sensitive touch. Certain situations will be better served by humans, and for AI to improve, human guidance is essential. Let’s take a closer look at when chatbots should and shouldn’t be used in insurance.