Chatbot

The chatbot on Dôvera’s website will explain the details and deadlines of your information duties towards the health insurance company.

Once in a while, we all encounter important changes in our lives that also have influence on our health insurance contribution payment duties.

Sometimes you move to a new address, most of us will get married at a certain point in our lives, which may also result in changing of your surname. People go to parental leave and later they terminate the leave and get back to their jobs again, students enrol or graduate universities, people change jobs, start doing business or decide to try their luck working abroad. These are all changes that also give rise to the duty to inform your health insurance company and its not always somebody else (e.g. your employer) who will do it on your behalf.

OUR ASSIGNMENT

After a successful solution addressing the interaction with clients of Dôvera concerning the dental medical allowance, the next round of our cooperation brought us to designing and  developing of the second chatbot deployed on the health insurer’s website. The client briefed us on the situation with the notification duty and showed us an endless row of client inquiries related to this topic, which bombard the call centre daily.

OUR SOLUTION

In the next step, we analysed and processed the largest possible number of various situations that clients of the insurance company may encounter. We then turned every situation into a fictitious dialogue in which we use simple and comprehensible form to advise the clients what they should keep in mind when sending notifications to their health insurance company as well as what is the fastest way to comply with the requirements.

OUR RESULTS

At present, the chatbot represents a fully-fledged component of the insurer’s customer contact centre, answering any enquiries in a user-friendly language 24/7 while simultaneously collecting data on user preferences to be able to answer any other FAQs in the future. The interaction with the chatbot is smooth enabling direct selection of the particular situation that the clients are looking for thus eliminating  the lengthy search on the web. As a result, fewer users actually need to turn to the call centre with live operators.

"What we appreciate about working with Predu is the fact that their attitude and communication considerably reduced our workload, too. At the beginning, I wasn’t sure they would be able to process such a large volume of documents and absorb all the information that the planned chatbot was supposed to contain. However, my worries soon vanished when Predu introduced the first draft designs. Here and there, they actually even left the impression of knowing the detailed conditions of our products better than I did. Gradually, I was convinced that we were working with a team that knew very well what they were doing with full responsibility and honesty, while being able to direct the customer using the right reasoning and argumentation.”

–  Martin Červenák, Manager, Customer Contact Centre, DÔVERA zdravotná poisťovňa, a. s.

Chatbot

Dôvera contributes its clients in their efforts to get a good-looking and healthy smile. Our chatbot will deliver easy and simple advice on how to use the benefit.

Our interactive guide provides advice to the clients of Dôvera, the health insurance company, on how to take advantage of the available dental care or dental hygiene benefits.

OUR ASSIGNMENT

At the moment, Dôvera is the largest private health insurance company in Slovakia managing the provision of healthcare to over 1.4 million clients. Annually, it provides thousands of its clients with a special dental care benefit. However, many of them need assistance to have their application processed correctly. So far, the insurer was assisting in this process via its customer contact centre.

OUR SOLUTION

We applied a chatbot on the Dôvera website which explains the clients in a relaxed and friendly language how they can apply for their dental benefit after activating the mobile app, what types of care come with this particular benefit as well as whether their dentist is contracted by Dôvera. The ‘Zdravé zuby’ benefit – Slovak for healthy teeth – belongs to the most popular benefits offered by the insurer to its clients. Under the scheme, clients insured in Dôvera can receive a contribution for dental care or dental hygiene treatment as many as four times a year.

OUR RESULTS

Dôvera health insurance company puts its clients to the forefront aiming to deliver the best available services. It therefore doesn’t come as a surprise that it uses state-of-the-art and innovative solutions that go a long way to streamline all of its efforts. Our chatbot represents a new attractive communication channel assisting the clients of Dôvera by responding to the FAQs or resolving the most frequent enquiries. Interaction with the chatbot is efficient and enables direct selection of a particular real-life situation. This enables the insurer’s customer contact centre to save the precious time and the operators can thus concentrate on the more complex client inquiries.

Dôvera in Slovak means "belief"... Thank you for believing in us :-)