# Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

## TL;DR

This paper explores the potential of conversational agents in insurance companies, identifying relevant use cases, requirements, and developing a prototype to enhance customer service and digitize processes.

## Contribution

It classifies types of conversational agents suitable for insurance, identifies key use cases, and presents a prototype demonstrating practical implementation.

## Key findings

- Identification of relevant agent classes for insurance
- Key requirements for effective conversational agents
- A prototype demonstrating use in an insurance scenario

## Abstract

Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.