For years, the fintech world has been ahead of insurtech, but the insurance business is overcoming similar challenges and catching up fast. To enable its employees to respond to customer questions more efficiently, Belfius Insurance invested in a chatbot to answer frequently asked questions. Access to information Whether a Belfius Insurance customer belonged to the private, wealth, the retail or the omni-channel segment, access to information was one of the main issues for both contact centre agents and insurance agency staff. The information they needed was often spread over several systems, and many were difficult to search. As some of the information wasn’t easy to share or up-to-date, it resulted in a large volume of enquiries for Belfius’ support desk. “If agents were str

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