AWARENESS AND ACCEPTANCE OF AI CHATBOTS AND ROBO-ADVISORS IN INSURANCE: A SURVEY AMONG POLICYHOLDERS IN AHMEDABAD

Abstract

The speedy growth of artificial intelligence (AI) has revolutionized numerous industries, and the insurance sector is no exception. The current research aims to explore awareness and acceptance levels of AI-based technologies, such as chatbots and robo-advisors, among Ahmedabad policyholders. As the adoption of AI tools for better customer service, efficient operations, and personalized financial advice increases, it is imperative to know how policyholders feel about these concepts to implement them effectively. The study employs a survey method, gathering responses from a sample of insurance policyholders in Ahmedabad city. The main areas of interest are awareness levels, trust in AI tools, perceived benefits and challenges, and willingness to use these technologies for insurance-related decisions. The results identify that though there is a high level of awareness among policyholders regarding AI applications, acceptance is uneven depending on age, education level, and previous digital experience. Most respondents loved the convenience and speed provided by chatbots and robo-advisors but were concerned about data privacy and the absence of human touch. The research is useful for insurers who seek to improve digital engagement and maximize the use of AI tools in advisory and customer service roles.