What did we do?
Strategy
Testing
Design
Architecture
What's been bothering them?
Filing insurance claims is enough of a hassle as it is. Clients need to navigate through a maze of FAQs, documents and lengthy web pages, to get where they need to go. A process such as this is time-consuming and cost-ineffective.
How did we fix it?
The job to be done? Allow clients to file their claims, and let them know immediately whether they’re covered by their insurance or not. That’s why we’re taking a more pro-active approach, and let Belfius Insurance start the conversation by asking the right questions from the get-go. A bespoke conversational interface, accessible 24/7, supported by an intricate flow design, guides the client from start to finish, making the filing procedure a breeze.
What are the results?
Thanks to myBo, Belfius Insurance noted a 87,5% increase in conversions, when comparing the filed claims using myBo to the traditional insurance claim forms, used previously by Belfius Insurance.
What did the process look like?
Moving fast is our trademark, and what allows us to create better experiences, faster, is our process. We’ve fragmented the entire development cycle into week-long sprints. Short, intense bursts of productivity, with clearly defined challenges at the start, weekly stand-ups, rapid prototyping, and repeated user testing. As a nice added bonus, it also allows for custom tailored roadmaps depending on the project and client.
Collaboration highlight
Knowing the ins and outs of insurance claims requires a fair bit of expertise. In order for myBo to ask the right questions, we had to rely on numerous Belfius experts on the matter, to make sure the entire process is fully compliant and exhaustive, resulting in highly multidisciplinary teams from both sides.
Building a chatbot is an inherently iterative process. That’s why we immediately went to look for an appropriate collaboration tool that would allows to work closely together with the experts. And, at the same time, one that wouldn’t require much technical prowess from their part, in order to use this tool to its fullest.
Miro, an online whiteboard offered us just that. Real-time, cloud-based collaboration ensures smooth interaction between both teams, and everyone involved could easily add suggestions to the flow, which is exactly what we needed.
Development highlight
Designing and developing conversational experiences covers a lot of ground in terms of different areas of expertise. The original flow needs to be transferred to a conversational platform, and the bot itself needs to be connected to the host’s back-end to really be able to generate personalized context.
We used Chatlayer.ai as our chatbot management system of choice. To bring the chatbot to life, the original flow we had designed together with the Belfius insurance experts had to be transferred from the real-time whiteboard, to the conversational platform.
What’s even cooler though, is that myBo also connects to the back-end at Belfius. What this means, is that whenever a client interacts with myBo, it recognizes him or her as a Belfius client, immediately prompting additional information such as their home address and telephone number, to enhance and further personalize the suggestions given by the chatbot.
Here's what the final product can do!
To put a nice bow on this project, let’s close up the hood of myBo and recap what it can actually do for Belfius’ clients.
myBo is here to help, 24/7, regardless of your device!
The great thing about myBo is its accessibility. As a Belfius client, you can access myBo from literally anywhere, at any time, guaranteeing an instantaneous response, every time.
Get where you need to go, fast!
Convenience and speed is where myBo really shines. The hyper-personalized approach, thanks to a solid flow design and back-end integration, gets clients where they need to be a lot quicker. Clients can even upload photos to further complete and clarify the damage claim.
