The Challenge
With Covid-19 and the resulting pandemic, people started thinking more about illness and death. Insurance sales spiked during 2020 and we found that for potential clients, working with an advisor and having to explain why they hadn’t arranged for money to be left for their loved ones in the event of their death caused shame. Consequently, some clients preferred to do research and buy insurance on their own.
The Solution
Sun Life’s answer to this challenge was to have a chatbot experience for direct-to-consumer clients. Potential clients could get their questions answered in real-time without having to speak to a human, unless they chose to.
The Outcome
The chatbot solution is a machine learning initiative that is gaining in popularity. Since its launch in November 2021, use of the chatbot has grown exponentially.
