AI_EN
Extension of Dôvera’s Chatbot with Conversational Artificial Intelligence
assignment
The largest private health insurance company in Slovakia has many years of experience with our chatbots, and automated communication on Dôvera’s website is among the most popular support channels for policyholders. Every day, hundreds of users rely on it to quickly obtain information and handle basic requests without the need to contact a call center.
The existing solution allowed policyholders to interact mainly through predefined buttons that guided them step by step through the conversation. In practice, however, it became clear that some users require a more flexible way of communication—the ability to ask their own questions and receive direct, concise answers without navigating through multiple options.
At the same time, it was essential to maintain a high level of accuracy, especially for sensitive topics such as insurance payments, debts, and obligations of self-employed individuals and self-payers.
OUR SOLUTION
The chatbot was enhanced with a new feature enabling free-text input, allowing users to go beyond predefined options. When a user chooses to enter their own question, the conversation is taken over by artificial intelligence, which conducts a natural dialogue.
The solution is specifically designed for self-employed individuals and self-payers, with a focus on their obligations related to advance payments for health insurance. The AI model was trained exclusively on verified sources—official insurance company websites, general terms and conditions, and internal documents provided by the client.
A key principle of the solution is the so-called “closed knowledge base”—the chatbot does not rely on publicly available internet information but responds solely based on verified data. This minimizes the risk of inaccuracies and ensures consistent and correct communication.
The improvement also includes a change in the visual interface when switching to AI mode, clearly distinguishing the user experience with artificial intelligence. At the same time, users retain the option to return to the traditional button-based navigation at any moment, ensuring flexibility for different types of users.
RESULTS
Shortly after deployment, the new AI-powered conversational feature received positive feedback from users. Policyholders actively use it, especially in situations where they need quick and accurate answers without navigating through structured menus.
The solution has delivered a smoother user experience, reduced the number of steps required to obtain information, and eased the workload of customer support by handling repetitive inquiries.
The AI extension has proven to be a natural next step in the evolution of chatbot communication within the insurance company, confirming the potential of combining guided conversation with artificial intelligence in a regulated environment.
