IAG is the name behind some of the most trusted and respected insurance brands in the world. IAG businesses underwrite over $12 billion of premium per annum, selling insurance under many leading brands. With COVID-19 posing many challenges to Australia’s economic stability, insurance companies are scrambling to cope with the pressures and demand being placed on them to have answers for their customers. Matthew Sherwood will be presenting on how he and his team at IAG has expanded the role of Chatbot and developed a business case to scale Chatbot capabilities within the organisation in order to accommodate the demand of customer enquiries and information requests.

·        Developing a business case that will address and ensure the expansion of your chatbot capabilities and function within the business.

·        Collaborating with your providers to ensure authentication of Chatbots and Virtual Agents.

·        Knowing what technology will assist with the expansion of Chatbot function and learning how IAG overcame challenges and lessons learnt in the expansion process.