The biggest driver behind insurers’ adoption of AI and robotics for customer service is demand from policyholders. That’s according to a new study released by Celent, “Applying Conversational Commerce to Insurance: Aligning IT to the Machine World,” which surveyed 1,820 customers and 134 insurers.

About one-third of customers polled, or 37%, have already used smart technologies to communicate with insurers and prefer it to human interaction. An additional 21% are interested in testing these technologies for the first time. By comparison, one-fifth of insurance carriers have already invested in machine learning techniques with 42% planning to invest in artificial intelligence in the near future.

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