Factors facilitating conversational artificial intelligence at an insurance organisation in Johannesburg

Globally the insurance industry is changing significantly due to new technological advances, data growth asymmetry and more recently the Covid-19 related disruptions (Balasubramanian, Libarikian, & McElhaney, 2021). Further to these changes, are consumer tastes and preferences fuelled by availability of information and accessibility of platforms such as social media. Consumers have become more price and product sensitive due to the many options available from competing products and companies. To keep up with these changes which present both risks and opportunities, insurers have been long exploring with technologies such as Artificial Intelligence, Internet of Things, Cloud computing to name a few (Santenac, Majkowski, Manchester, & Peters, 2019).
A research report submitted in partial fulfilment of the requirements for the degree of Masters of Management (in the field of Digital Business) to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg, 2022
Artificial intelligence, Conversational artificial intelligence, Insurance industry, Chatbots, Virtual assistants, AI implemments, Conversational agents, Insurance customers