Theoretical Framework of Similar and Digital Customer Communication for Sales Promotion for Insurance
Theoretical Framework of Similar and Digital Customer Communication for Sales Promotion for Insurance

Summary/Abstract: This paper explores the role of chatbots as a pivotal element in the digital transformation of the insurance industry. By synthesizing existing theoretical and empirical research, the study examines the integration of chatbot technologies into various insurance processes, including sales, customer service, claims management, and risk assessment. Furthermore, the paper investigates the milestones of digitization, the influence of social media and customer relationship management (CRM) systems, and the theoretical underpinnings provided by transaction theory, trust concepts, exchange theory, and motivation theory. The findings highlight the opportunities and challenges associated with digitized customer interaction, emphasizing the need for strategic alignment of technological innovation with customer expectations, trust-building measures, and efficient multi-channel communication strategies. The study concludes that chatbots, when deployed thoughtfully, can enhance customer satisfaction, reduce operational costs, and improve overall organizational efficiency in the insurance sector.

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