Trends Report

Insurers Will Have To Work To Increase Italian Consumers’ Use Of Chatbots

January 29th, 2020


A negligible 7% of Italian online adults engage with their insurers through chatbots. Seventeen percent of Italian millennials have used chatbots to engage with their insurance providers, which is almost 10 percentage points higher than older generations. Only one-third of Italian online adults believe that chatbots can handle mundane financial tasks, but half of them are interested in yet not fully comfortable with using them for customer service in financial services.

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