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How to Enhance Customer Experience through Artificial Intelligence in Online Life Insurance?

  • 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.

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Author:Xiu Yu Au
Advisor:Uwe Hack
Document Type:Master's Thesis
Year of Completion:2020
Granting Institution:Hochschule Furtwangen
Date of final exam:2020/02/27
Release Date:2020/03/18
Tag:Artificial intelligence; Customer experience; Life insurance
Degree Program:MBA - International Business Management
Functional area:Marketing
Licence (German):License LogoUrheberrechtlich geschützt