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The Adoption of Chatbots across Insurance

The global chatbot market is expected to reach USD$ 1.25B by 2025, and generate roughly $8B savings globally by 2022 itself. With chatbots disrupting a wide variety of industries already, the technology is becoming more popular in a variety of business use cases – especially within the insurance sector.

Chatbots are becoming more advanced

Chatbots are a natural extension of the push for self-service capabilities. Yet in spite of its growing popularity, according to a recent white paper published by Cognizant Research, almost 60% of insurers surveyed worldwide are yet to implement a chatbot. According to Cognizant’s research (validated with our own internal findings), bot capability is derived from the maturity of the bot; either basic, moderate or advanced.

What makes chatbots effective

Based on this spectrum, ‘basic’ implies that a bot is mostly rules-based and can follow only simple instructions often deferring to a human, whereas those bots that are closest to a true human-like conversation, are classified as ‘advanced’ in terms of their capability. The maturity level of the bot is determined by their performance and their ability to Communicate, Comprehend and Collaborate with the user, providing utility across the value chain. These three C’s are key factors in distinguishing an effective bot from an unsatisfactory one.

Of insurers that have utilized chatbots in their operations, a majority 68% utilise only a basic form of the technology. While insurers have already benefited by saving costs and reducing customer servicing time using them, there is still significant opportunity for the uptake of more capable, reliable and intelligent bots to be deployed across the insurance value chain.

Europe has the highest volume of basic maturity chat bots among insurers at 60%. Asia along with MEA promises the most potential in terms of size and CAGR to adopt chat bot technologies over the next five years. North America is still the largest consumer of ‘advanced’ bots in insurance compared to all other regions.

Chatbots – leading CONSUMER AI APP for the next 5 years

Limitations to overcome

Insurers need to focus on these limitations faced by chatbots to realize their business imperative.

  • Need of human-centric interface: Most of the time, interactions with chatbot are still robotic, providing the end-user with a frustrating non-human centric experience.
  • Inability to contextualize conversations: Bots are programmed to follow a specific sequence or an algorithm, causing an inability to understand the nuances of human language – that results in an unfulfilling and an inauthentic experience.
  • Scalability issues: Developers need to anticipate and program the bot according to the exponential rise in the amount of traffic that the bot might handle.
  • Privacy and data protection: Data is both an asset and a liability. Since customers often give away personal data while conversing with a chatbot, insurers need to prioritise their privacy and data protection regulations for that region.

Opportunity Landscape for AI-enabled Chatbots

Chatbots can be leveraged for both simple and complex insurance processes in order to create definitive business value. Distinct successes have been noted in areas of:

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
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Insurtechs will lead the pack

Among other reasons for the large-scale implementation of chatbots, is that insurtechs predominantly target the tech-savvy millennial and Gen Z population who are more open to change and disruptive innovation. Positive customer experiences are directly proportional to twice the referrals, thereby expanding business scope by breaking traditional customer-interaction limitations.

Reimagining Insurance with Chatbots

The insurance industry has reached a revolutionary crossroad that mandates insurers become digitally agile. Over the next few years, chatbots are set to bring about a massive change to the industry and Insurtechs are leading the way in bringing AI-powered chatbots to the insured customer.

  • Lemonade: The NY-based insurtech relies on its app-based chatbots, backed by AI, that can craft personalized insurance policies & quotes for customers, and respond swiftly to a variety of customer queries and process claims.
  • Next Insurance: The insurance provider launched a chatbot via Facebook Messenger through which small businesses can obtain quotes and buy insurance.
  • Trōv: The company has integrated a chatbot into its mobile app that handles customer queries and claims by seamlessly gathering incident related information from the customer.
  • LeO: The insurer recently launched a chatbot which helps schedule calls and meetings, collect leads and answer customer questions automatically – allowing agents to focus on other tasks.
  • Religare: It’s one of the top health insurers in India and a part of major financial service conglomerate. The company has integrated an AI empowered insurance chatbot, that focuses on learning from actual human interactions over a question-answer driven format to build a more intuitive chat based sales funnel.

There is a direct relation between the positive Customer Experience provided by the chatbots and the hike in the revenues. Almost one-third of the insurance business is expected to be generated via digital channels in the next 5 years. The companies that leverage AI-driven customer data for chatbots shall flourish far into the future.

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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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