Trends Report

US Online Insurance Customers Rarely Engage With Chatbots

January 30th, 2020


A negligible 3% of US online adults engage with their insurers through chatbots. US Millennials are slightly more likely than older generations to have used chatbots to engage with their insurance providers, but adoption remains in the single digits. Just over a third of US 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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