Dôvera has relieved its call centers
Our virtual advisor proved to be instrumental assisting across a wide range of issues. Every day, it gives advice to several thousand people by providing easy navigation, simple-to-understand communication, asking simple questions and providing concise answers. Based on overall satisfaction with our previous solutions, the client (Dôvera insurance company) assigned a new area to be covered by the chatbot: the annual reconciliation of health insurance payments. The task for the chatbot was to streamline and accelerate the communication with the clients, facilitate their search for information, reduce the workload of the call centre that was forced to provide answers to frequently asked questions and thus increase work efficiency of the operators. In other words, we were asked to ensure there is more ‘trust’ in Dôvera (“Dôvera” is Slovak for trust) when it comes to insured clients turning to our chatbot with questions.
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.
We keep improving our chatbot and are teaching it new conversation content. In the meantime, it has become a true virtual assistant with staggering work performance that includes day-to-day agenda and a hard worker that provides information whenever necessary. In terms of human resources, it delivers substantial saving of time and money by reducing the workload for the call centre’s staff’ as it took over the process of answering the routine FAQs thus enabling the staff to deal with more specific cases. And at the end of the day, the clients of the insurance company have one more handy advantage – anytime they need to find some information about the annual reconciliation, our chatbot is there ready to help.
Customer services make a true difference, and we are thankful for Dôvera’s repeated show of trust :-)
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.
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.
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.
Have a chat with our chatbot at https://www.dovera.sk/poistenec/oznamovacie-povinnosti-a-platenie-poistneho#chatbot-screen-wrap
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.
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.
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. More than 60% of chatbot users continued the conversation with the chatbot and more than 90% stated they got the necessary information. Our chatbot represents a new attractive communication channel assisting the clients of Dôvera by responding to the FAQs or resolving the most frequent inquiries. 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 precious time and the operators can thus concentrate on the more complex client inquiries.