The challenge
Do you sometimes wonder if you are properly insured when you go on vacation? Where you can find your children's files? And what if you forget your password? Partena Ziekenfonds’ virtual assistant has the answer. And even better: the chatbot can not only answer these questions but also engage in a conversation.
Since 2022, Partena Ziekenfonds and OZ joined forces and became Helan. By doing this, they became one of Flanders’ biggest independent health insurance funds. With this fusion, Helan’s goal is to streamline operations as a group, which means members can count on an even broader range of services, expertise, and, most importantly: innovative services.
An example of innovation Helan already had incorporated in its group through Partena Ziekenfonds, was a virtual assistant. For Partena Ziekenfonds, it was of the utmost importance that human customer service agents could adjust the chatbot when necessary and manage everything themselves. Our Oswald platform was the answer. Now, they can adapt, expand and follow up their chatbot anytime.
Since the launch, we saw a prominent fall in our incoming mails! - Steve De Veirman, Digital Transformation Manager
Adjustments can be made daily; customer support agents simply have to add new conversational flows. This way, the chatbot learns every day, and the question-answer ratio remains up-to-date. The chatbot can answer approximately 80% of questions; if the bot doesn't have an answer, there is a human takeover function. This means the customer can start a live session with one of the customer service employees.
From the start of the chatbot launch, they are already seeing a prominent fall in the number of emails, incoming phone calls, and physical visits to their offices.
“The bot has had 70,000 calls in six months, with our employees taking over only 2,500 calls. In other words, on average, the chatbot takes over 4,000 chat conversations per month from our contact center.”
Do you want to discover the possibility of integrating a chatbot in your customer support flow? Discover our platform!
"The chatbot was not built 'stand alone', and we did not have to start from scratch in our online strategy. This also ensures that the answers are very good in terms of quality. Oswald is the only solution that allowed this."
