Untapped Potential of AI in Insurance: A Novel Framework for Enhancing Customer Experience through Personalization, Trust and Ethical AI Practices

Abstract

Mohammad Abdollahi Zamharir

This study explores the impact of artificial intelligence (AI) on customer experience in the insurance industry, with a focus on the mediating roles of personalization and trust. Using a sample of 500 customers from various insurance companies, data were collected through a structured questionnaire and analyzed using Structural Equation Modeling (SEM). The results reveal that AI significantly enhances customer experience by improving personalization and building trust. Furthermore, personalization and trust play crucial mediating roles in the relationship between AI and customer experience. The study provides actionable insights for insurance companies, emphasizing the need to leverage AI technologies to deliver personalized services and foster trust, thereby enhancing customer experience and loyalty. These findings contribute to the existing literature by offering a comprehensive understanding of the role of AI in transforming customer experience in the insurance sector. The study highlights the importance of leveraging AI technologies to deliver personalized services and foster trust, thereby enhancing customer experience and loyalty. These findings provide actionable insights for insurance companies aiming to optimize their AI strategies. These findings contribute to the literature by providing a comprehensive understanding of how AI transforms customer experience in the insurance sector through the mediating roles of personalization and trust."

PDF