GEICO Launches Virtual Assistant ‘Kate’

The new virtual assistant can answer a variety of questions from policyholders in a personalized manner, as well as sharing “personal details” about herself.

(Image source: GEICO.)

GEICO (Washington, D.C.) has launched “Kate,” a virtual assistant who can help customer navigate the insurer’s mobile app and give quick, personalized answers to questions about payment due dates, balance on auto policy, or access to policy documents.

“Interactive voice assistant technology has altered the way customers interact with their mobile devices,” comments Pete Meoli, mobile and digital experience director, GEICO. “Kate is very intuitive and has been programmed to connect with policyholders at a deeper level.”

Kate is available 24/7 to policyholders and makes self-service easier by answering questions and helping with their policy needs, according to GEICO. The virtual personal assistant has been programmed to know about insurance and can provide customers with specific policy information. Customers can also initiate conversations with Kate by typing or speaking to her.

Personal Side

GEICO has provided Kate with a personal side, enabling her to reveal details about herself if asked. “We wanted her to be friendly with a natural interaction,” Meoli adds. “She is always learning from our customers and will be an integral part of enhancing their experiences with GEICO.”

Kate is currently available within the mobile app for iOS, with plans to introduce her to Android policyholders in early 2017. The insurer has added an updated version of the GEICO Mobile app is available in the App Store for iOS devices and Google Play for Android devices.

Customer Experience Innovation: Building Better Policyholder Experiences with Virtual Assistant Solutions

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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