The chatbot—an online conversational interface—is an innovative project that stems from an exclusive collaboration between the RCCAQ and ProNavigator. It also continues to spark interest among key stakeholders in the P&C insurance industry.

Vectors of change

So far this year, Bertrand Rouault, the RCCAQ's director of business development, has given at least 50 presentations on the chatbot  initiative. This one-of-a-kind French-language AI project, spearheaded by the RCCAQ with the support of Quebec's French language office (OQLF), aims to support brokerage firms in their digital transition.

Developed by ProNavigator, an insurtech firm, the chatbot provides instant answers to brokers' questions concerning underwriting and insurance projects. Hoping to make brokers more efficient, 15 business owners have signed up for this innovative project. "Equipped with this technology, participating firms are likely to see a 15% productivity increase. This major efficiency gain means that more time can be spent with clients, whose expectations have rapidly evolved during the Covid crisis," noted Mr. Rouault.

Supported by various insurers

Wawanesa and Aviva have already chosen to embrace technological development by signing up for this project. "The insurers' support is essential to the success of this technological transition," said Éric Manseau, the RCCAQ's executive director. "In the end, policy holders will benefit from this tool, seeing as brokers will be able to enhance their client experience strategy thanks to the time they save. This also means that the collaboration of insurers with investments in the brokerage sector will be crucial."

CEGEPs show interest

Thanks to the invitation issued by the Coalition for the Promotion of the Damage Insurance Professions (CPPAD), the RCCAQ recently met with the committee representing various CEGEPs offering college-level insurance programs (AEC/DEC). The goal was to bring the next generation the benefits of an innovative brokerage tool while promoting initiatives showcasing the broker profession. Based on the instructors' enthusiastic reaction, the RCCAQ team will be taking steps to ensure that these establishments include the chatbot in their course modules in the very near future.

OQLF offers its support

One of the major obstacles to implementing this virtual assistant was the fact that it was originally only available in English. As a result, Quebec insurers' underwriting guidelines had to be incorporated so that Quebec-based brokers could work in French while utilizing a road-tested technology.

This also meant that the AI function (i.e. text recognition), libraries, interfaces, training supports and dashboards all had to be translated. At the RCCAQ's request, the OQLF awarded the RCCAQ a grant to support the implementation of this service, which ultimately aims to promote the use of French in the workplace. The RCCAQ is in the process of completing this mandate and welcomes the OQLF's support for brokers' digital transition. In addition to promoting technological issues, this project underscores the importance of doing business in French in Quebec.

Interested in the chatbot training?

Bertrand Rouault is available to demonstrate the chatbot in training sessions for brokers. Participants will discover how this technological tool works and its many benefits. Please contact Marie-Pier Proulx-Lauzon, the RCCAQ's marketing and member experience advisor, for further information.