India’s leading Insurance companyWith our expertise and strategic approach, we created a simplified and unique chatbot content flow to enhance the customer service for this leading Insurance company. Problem StatementTo transform the lengthy and complex customer service content flow and reduce the average query handling time. Also, to personalize the voice and tone for the bot. Understanding business needs and user requirements Creating the right content strategy demanded a lot of brainstorming and precision to ensure that the conversational flow was user-centric.1. We had to reduce the average query handling time keeping in mind that all the relevant information is provided.2. To strategize personalized content and maintain a genuine conversational flow.3. Understanding the geographical location, mindset and the background of the target audience to simplify the language for better understanding.4. Bringing the customer to the centre of our narrative and also maintaining the focus on the services We pinned down required content strategy for the business and their users We strategically created layers of a customer service conversational flow to meet Insurance needs and requirements: Building the Conversation Tree Based on the content capbailities and the organization objectives we defined the depth and structure of the flow of content: Curated Content Distribution We ensured that valuable and relevant content was created for users to extract maximum benefit: Created a Humanized Bot. To reach out to maximum number of people we generated content in multiple languages: Created Multi-lingual Content. Our Redefining impactWe successfully created a personalized, simple and professional content flow With are expertise we not only helped in increasing the customer satisfaction ratio but also reduced the the average query handling timeWe helped them reduce the training time by crafting a content strategy that was not only easy to understand but also easy to execute.
