Dutch Insurer Scraps Old-Style Chat Bots Amid Uneven AI Rollout
NN Group NV is replacing pre-programmed chat bots in client-facing roles with a version that can interact more naturally with humans, further evidence of the continued but uneven roll-out of artificial intelligence in financial services.
The insurance firm, one of the largest in the Netherlands, has also launched an AI assistance tool which call-center staff can use to answer client questions. That has resulted in a marked improvement in the response quality, Chief Executive Officer David Knibbe said in an interview on Tuesday.
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