ACCA Strategic Professional · Strategic Business Leader · Machine learning, AI and robotics
Elmstead Insurance uses a chatbot to answer routine policy questions at any hour. Which is the most direct business benefit of this application?
The most direct benefit is lower cost per enquiry and round-the-clock availability, which frees human staff to handle complex cases. A chatbot does not remove complaints or data protection obligations, nor does it directly change premiums.
- ALower cost per enquiry and 24-hour availability, freeing staff for complex casesCorrect
- BGuaranteed elimination of all customer complaints
- CRemoval of the need for any data protection controls
- DAutomatic increase in policy premiums
Explanation
Chatbots handle high-volume routine queries cheaply and continuously, letting human staff focus on complex issues. They do not eliminate complaints, remove data protection duties or affect premiums directly.
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