Delivering Chatbot Automation

A Case Study

The Business Challenge

A large health insurance company wanted to leverage automation to educate customers on Medicare plans and options, with goals of increasing engagement while reducing non-sales volume to their contact centers.


To execute a desirable and on-brand user experience, customer journey mapping was completed, and bot personalities were selected that aligned with the brand’s experience anchors.

We navigated stringent approval requirements with legal while executing within a tight timeline to maximize exposure during the Annual Enrollment Period.
  • Voice of the Internal Customer
  • Focus Groups
  • Journey Mapping
  • Trend Analysis
  • Employee Survey
  • Service Design
  • Customer Centric Portals
  • FAQ


Infinite Green helped develop and deliver chatbot automation that was consistent with the client’s brand and mission, providing value to both the customer and the business

  • Favorable directional feedback received from customer beta tests and success metrics were defined to measure performance of chatbot
  • The chatbot MVP was implemented on schedule and under budget