TY  - THES
U1  - Master Thesis
A1  - Au, Xiu Yu
T1  - How to Enhance Customer Experience through Artificial Intelligence in Online Life Insurance?
N2  - Life insurance penetration rate in Malaysia has been stagnant in the past few years although a few InsurTech companies set up in Malaysia recently. Prior researches on InsurTech fail to clarify the gap of the target customers’ and the insurance experts’ opinions on how to enhance the customer experience in online life insurance with the help of Artificial Intelligence (AI). To address this, a model is recommended based on the literature review on similar articles and survey results conducted on both target customers and insurance experts. The recommended model has four main components: official website by InsurTech companies collaborated with traditional life insurers, customer support, customer service and customer engagement.
KW  - Customer experience
KW  - Artificial intelligence
KW  - Life insurance
Y2  - 2020
ER  -