Progressive launches AI chatbot on Facebook Messenger

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The Progressive Corp. headquarters is seen in Mayfield Village, Ohio on Wednesday, January 18, 2006. Progressive Corp., the first of the 10 biggest U.S. insurers to report fourth-quarter results, said profit fell 32 percent on claims from Hurricane Wilma. Sales dropped for the first time in five years.

Progressive Insurance has launched a Flo Chatbot on Facebook Messenger to communicate with policyholders and offer quotes to prospective customers on social media.

The artificial intelligence tool is now available to 1.4 billion monthly active Messenger users via Flo’s Facebook fan page, according to the company. A Progressive representative will also be available to carry on conversations through phone or private message in the event the AI bot cannot answer particular questions.

Progressive says it will continue to enhance its AI technology over time as it learns from customer inquiries. To begin with, Flo Chatbot will only answer basic questions around deductibles, claim status and the quoting process.

"We know our customers are busy and they're looking for convenient ways to access information about insurance," said Dan Witalec, customer acquisition leader at Progressive, in a statement. "By creating the Flo Chatbot for Messenger we are able to make the process of getting an auto quote as simple as possible by talking with them exactly where they are."

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