Covid 19 and the resulting pandemic resulted in people thinking about their impending mortality a bit more. Purchasing insurance spiked during 2020 and we found that people preferred doing their own research and buying insurance on their own – direct-to-consumer as they felt less shame with having to work with an advisor and explain that they had not left provisions for the inevitable.
Sun Life Go’s answer to the challenge was to have a chatbot experience which potential clients could get their questions answered in real-time without having to speak to a human, unless they chose to.
The chatbot solution is a machine learning initiative that is gaining in popularity. Since its launch in November 2021, its use has grown exponentially.