Lincoln Financial Group launches chatbot

Lincoln Financial Group has introduced online chat capabilities called ‘Ask Abe’ that are able to help customers with instructions for completing common, simple transactions such as changing a beneficiary or obtaining a copy of a policy.

For these types of general inquiries, policyholders and agents can interact with ‘Abe’ 24 hours a day, 7 days a week without the need to log into an account, the company claims.

Pennsylvania-based Lincoln Financial Group offers retirement, insurance and wealth protection services.

“Life insurance customers expect the same type of service experience they receive from ‘born-digital’ companies that utilize technology like one-click customer service,” said Bob Scheppegrell, senior vice president of customer solutions, Lincoln Financial Group.

“Lincoln strives to meet these expectations by continually improving how we serve our customers, and we’re excited to be one of the first in the life insurance industry to utilize webchat capabilities that deliver the information customers need, when they need it, and how they need it,” Scheppegrell added.

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