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Bupa’s Conversational experience drives customer satisfaction and conversions
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 医疗保健和医院
适用功能
- 销售与市场营销
用例
- 对话机器人
服务
- 数据科学服务
挑战
Bupa, a health insurance company, was facing challenges in providing a seamless digital experience to its customers. The complexities of health insurance were proving difficult for customers to understand when applying for insurance online. Bupa recognized the need to transform this intimidating self-serve experience into an educational conversational experience. They aimed to do this through AI-powered messaging, which would allow them to efficiently and effectively manage inbound customer queries on the customers’ time, in their channel of choice.
关于客户
Bupa is a health insurance company that believes in a customer-centric model where customer feedback drives business decisions. They aim to provide a seamless digital experience to their customers, helping them understand the complexities of health insurance. Bupa's goal is to transform the intimidating self-serve experience into an educational conversational experience through AI-powered messaging.
解决方案
Bupa engaged LivePerson's Conversational Cloud to manage inbound customer queries efficiently and effectively. This solution allowed Bupa to proactively engage with customers who were exploring their website and products. Bupa agents could walk customers through applications and options, answer key questions, and help take the guesswork out of health insurance. The solution also catered to customers for whom English was not a first language, allowing them to take their time digesting information in English and crafting their own response in English as well.
运营影响
数量效益
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