| Abstract: | ![]()
E-business processes between insurance companies and their private customers allow — in comparison to conventional business processing — savings in administrative expenses up to 30 per cent. However, today’s e-business processes are often described as little transparent and stereotyped. Users, therefore, complain them being far to complex and, as a consequence, do not accept them. Relating to research in the field of customer behaviour, it has been proved that even in e-business processes customers like to be contacted and treated individually. This can be reached by corresponding to the cognitive ability and the personal involvement of each customer. By using those mechanisms information processing becomes ?hospitable‘ or even ?human-alike‘. Chatter-bots simulate human behaviour in e-business processes and will possibly replace personnel in certain areas. Therefore, chatter-bots seem a suitable instrument to introduce successfully e-business processes between insurance companies and their private customers. Two positive consequences could be reached: first, process efficiency could be raised and second, cost-savings in processing could be gained. |
