From Motivation to Automation: The Impact of Chatbot Technologies on Consumer Decision Processes in Insurance
From Motivation to Automation: The Impact of Chatbot Technologies on Consumer Decision Processes in Insurance

Summary/Abstract: This paper examines the transformative role of chatbots in the digital evolution of the insurance industry, integrating theoretical and practical perspectives. Drawing on models of consumer behavior, purchasing processes, and motivational theories, the study highlights how digital technologies reshape customer interaction, communication channels, and decision-making frameworks. Special attention is given to the challenges of adapting traditional sales structures to new forms of digital mediation and customer engagement. The paper concludes that understanding evolving customer expectations, harnessing technological advancements, and integrating emotional and cognitive dimensions of consumer behavior are critical for sustaining competitiveness in the digitalized insurance landscape.

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