Voice Skills in Insurance: What Use Cases Make Sense? (Hint: Think Beyond Your Customers)

Property and casualty insurance companies often ask Mobiquity to build Alexa or Google Home skills for their customers. The thinking usually goes something like this: By providing storm information, daily insurance tips or a place to pay their insurance bills by voice, customers are safer and happier. Meanwhile, the insurer is maximizing the benefits afforded by new technologies in the marketplace.

The only problem is that, so far, customers aren’t widely adopting insurance skills. Why? They just haven’t transitioned – yet – to using virtual assistants to take care of critical tasks like paying their insurance premiums or other bills. For the most part, voice assistants are still novelty, entertainment and smart home control.

Does that mean property and casualty insurers should ignore voice? Hardly.

With the technology continuing to improve and extend to broader use, getting familiar with voice is good practice for the future. That said, we’re past launching something simply to say you did – so any experiments should deliver real value to your business.

To help insurers find that value, we start with three key questions:

  1. When do potential users engage in activities with their hands occupied or smart phones out of reach?
  2. Does a voice assistant make it easier to accomplish those tasks?
  3. How are these moments relevant for your insurance customers?

If you can’t come up with compelling answers for your customers, ask yourself those same questions again – this time with a focus on your staff and contractors.

Consider:

  • Could an employee who’s inspecting home damage use a voice assistant when climbing into an attic with occupied hands?
  • Could a mechanic update a claim when underneath a car in the shop?
  • Could an adjuster respond to claims while on the road?

The answer, of course, is yes. Those are potentially very powerful uses of voice assistants in insurance – and they represent just a few examples of what’s possible.

Use our three questions as you take a close look at the nuances of your customers, your staff and your contractors. If you would like help, we’re here to provide expert guidance as your insurance organization finds the business value in its “voice.”

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