This is the case with home insurance: if virtual assistants such as Alexa or Google are already helping us with home automation and security (temperature regulation, lights, alarms, etc.), why not take advantage of this same technology to communicate incidents in the home to our insurance companies through these devices?
“OK, I want to report a fault”
It’s about making use of digital technology so customers can have cutting-edge experiences in which services and assistance are integrated in real time in our day-to-day lives. We now not only have the chance of asking voice assistants for actions such as “OK Google, turn on the living room lights” or “Alexa, close the garage door”, but to go one step further in managing our homes, such as “OK Google, I want to report a breakdown to the home insurance department” or “Alexa, activate my theft insurance policy”.
Behind all this is the ambitious digital transformation process in which the insurance sector is currently immersed. Facilitating dialogue with customers and internet users online, promoting accessibility, interaction and relatability, and reducing customer waiting times and the number of calls are the great advantages of this system. In addition, these assistants, which already have the ability to control our home automation systems, can record our habits and preferences to make recommendations to optimize consumption, improve safety or comfort in our homes, or find the insurance formulas that best meet our needs.
This digital transformation aims to align technology with the human factor that has always been present in customer relations. In fact, thanks to this technology, agents can free themselves from the more straightforward calls and focus on handling the most complex incidents in which the insured party not only needs administrative management but also the attention of an agent to guide them through the process.