Our team diligently studied all the specifics and fine points of annual reconciliation, designed the solution logic, the tone and method of communication for the chatbot and developed the conversation scenarios for the respective types of insured persons. We worked with the client to process the most typical situations and FAQs so that to ensure the chatbot delivers maximum efficiency while answering exactly the questions the customers expect it to answer. The chatbot will thus explain whether the customer should expect to receive a reconciliation, how will he/she find it, what they should do in case of any reservations or errors. Large number of clients turns to the call centre every day, while most of them typically ask simple questions. They often ask what they should do with an excess payment or payment that is in arrears. The chatbot knows ins and outs of how this works, it has answers to many other questions too, and will provide equally competent advice whether you are an employer, employee, or a freelancer.

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.

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.