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
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