Starr Hong Kong taps Facebook Messenger to sell travel cover

AI-enabled chatbot planned to handle more tasks in the future, including claims handling

Starr Hong Kong taps Facebook Messenger to sell travel cover

Insurance News

By Gabriel Olano

Starr Insurance has launched a Facebook Messenger-based chatbot in Hong Kong to sell single trip and annual travel insurance.

According to a statement by Starr, the AI-enabled chatbot was developed to save customers’ time and streamline the purchasing process. It uses machine learning and natural language processing to communicate with mobile travel insurance purchasers by answering customer enquiries and asking a series of questions to customise a travel insurance plan which the customer pays for with a credit card, all without leaving the chat. Once completed, the insurance policy is emailed to the customer, and the process only takes a few minutes.

The insurer will continue to improve the chatbot by enhancing its customer services capabilities and developing more applications to help it take on more tasks, including claims handling.

“Starr is the first insurance company in Hong Kong to use Facebook Messenger chatbot to provide travel insurance service,” said Agnes Cheung, vice president and head of accident and health, Starr Insurance. “Applying AI technology simplifies the travel insurance buying process, which is especially important to our younger consumers. They travel extensively, and they are never without their mobile devices. Our chatbot is tailored to their mobile lifestyle.”

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