Resolving queries using a chatbot

OVERVIEW

Australian Unity Health Insurance contact centre call volumes during peak times struggled to managed customer’s expectation. Seeking to reduce call volumes waiting time, a 24/7 Chatbot for customers to self-help themselves on common simple queries such as how to make a claim or finding what services they are covered. 

Approach

Using research and customer insights, I designed user flow journeys, architecture structure, the interface design functionalities and screens, and trained the Chatbot to respond to simple insurance queries when user input free text to their queries. 

RESULT 

In a test and learn scenario over 46 days, the Chatbot received 2,000 queries, which were 10% of website users interacting on selected pages. The Chatbot was able to solve simple and specific consumer queries. This was well accepted by Members as it had the potential to aid the overall consumer experience.