Trends Report

For UK Insurers, Chatbot Adoption Will Be An Uphill Battle

January 31st, 2020

Summary

A negligible 3% of UK online insurance customers engage with their insurers through chatbots. UK millennials have used chatbots to engage with their insurance providers more than older generations, but adoption barely reaches the double digits. Just over one-third of UK online adults believe that chatbots can handle mundane financial tasks; still, most are not interested in or comfortable with using them for customer service in financial services.

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