Chatbot
Health Insurance Chatbot
My Role
Lead Conversation Designer
My Team
Tech Lead, Integration Architect, Product Owner, Engineers, Visual Designers
Project Length
6 months
Context
Our product stakeholders identified a need to expand our existing virtual assistant experience into a text-based chatbot experience. The chatbot would allow for significant user engagement in two key markets, Texas and North Carolina.
Goal
Repurpose as much of the virtual assistant experience as possible, update prompts that could be generalized for use in both text and voice experiences. I focused on consistency and making minimal updates to quickly get a handle on how much development would be necessary to release the chatbot.
Key Features
Provide 24 hour self-service
For complex inquiries use human in the loop to provide a transfer to text chat with live agent
Support Spanish and English
Allow for a member to resume a chat if they get disconnected
Provide a chat summary
Design Exploration
I re-purposed some of the existing virtual assistant dialog which allowed for improvements across channels and economy of development.
Sample Dialogs
Intent capture prompt update:
OLD: “I work best with full sentences. How can I help you today?”
NEW: “How can I help?”
Old prompt top. New prompt bottom. Call 1-800-445-5299 to hear this prompt in production for the virtual assistant.
Design Documentation
I integrated chatbot updates into the existing virtual assistant documentation, creating an omni-channel, multi-lingual solution.
In Numbers
This health insurance chatbot is currently available to 6.1M users across the US
143,443 Spanish speaking members a month
