Success Stories
Intelligent CHATBOT
Background
NEXCHAT: User-Friendly Yet Fully Protected IM Solution
NEXCHAT provides a reliable communication platform, enabling medical staff to engage in real-time communication and instant document sharing, resulting in improved response times to medical instructions with accurate information. Unlike public IM apps, NEXCHAT allows organizations to create their enterprise contact list, facilitating direct messaging between staff members. This empowers doctors and nurses to share their insights and feedback on medical systems and equipment with management, thereby enhancing the quality of medical services.
Crucially, NEXCHAT adheres to the security standards set by the Hong Kong Special Administrative Region (HKSAR) government, enabling organizations to maintain control over chatrooms and users. The solution incorporates secure document sharing, utilizing dynamic watermarks. With over 20 chatroom settings, chatroom administrators can adjust the security level based on the sensitivity of conversations related to patient privacy or confidential documents.
Additionally, NEXCHAT ensures user device privacy by leaving no footprint and further enhances security through features like two-factor authentication and encrypted communication data and channels. In case of a NEXCHAT conversation being screenshotted, the user is automatically notified, mitigating potential leaks.
Solution
Intelligent CHATBOT Solution: Automating Routine Enquiries to Enhance Service Excellence
Nexify developed an Intelligent CHATBOT solution, leveraging its secure IM platform called NEXCHAT, which meets the necessary requirements to protect sensitive information. The insurance company integrated the CHATBOT with its backend application systems, including CRM, internal records system, and claims management system. Customers can access their account details, review policies, and retrieve up-to-date information such as panel doctor lists from the knowledge base through the CHATBOT.
Nexify’s system created a guided workflow that supports the company’s daily operations and standard procedures. The guided workflow includes dynamic action buttons that adapt to the ever-changing processes. The CHATBOT automatically responds to customer inquiries 24/7 in Traditional and Simplified Chinese, as well as English.
The CHATBOT also serves as a virtual personal assistant, simplifying the claims process by providing a guided workflow for data capturing and report generation. It retrieves available options from internal application systems and presents relevant choices to customers, streamlining the completion of claim forms.
Result
A Virtual Personal Assistant for Every Customer
The implementation of the CHATBOT solution has yielded significant benefits. It has reduced the workforce required to handle routine responses, allowing staff to focus on increasing productivity in other areas. The fully digitized claims process has facilitated a paperless workflow, benefiting the environment and accelerating processing times.
Customers now experience fast, automatic, and accurate responses to their inquiries, available at any time and from anywhere. With the guidance of the CHATBOT, they can electronically submit claims and track their status online. This improved user experience enhances the insurance company’s brand image and fosters customer satisfaction.
