Insurers need to move carefully when implementing chatbot technology for their customer experience, EY says.

Introducing the system too quickly can lead to clumsy and immature implementation and subsequent failure of the technology, the professional services firm says.

Insurers should move towards the technology in stages, first curating their content, building a frequently asked questions ‘bot’ and piloting a limited ‘bot’ system to gather experience and customer feedback.

Human customer service representatives and chatbots need to work in collaboration to provide oversight for the system, EY says. Only then can chatbots be run without human oversight.