Hanna helps Swedish Government answer healthcare insurance queries

Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that Försäkringskassan, the Swedish Social Insurance Agency has significantly expanded the capabilities of its intelligent virtual assistant, Hanna.

Residing on Försäkringskassan’s website (www.forsakringskassan.se), Hanna already answers over 3 million questions about social security issues such as parental benefits and employment benefits. Now with her new found knowledge, Hanna is also able to advise Försäkringskassan’s partners working within healthcare by answering questions and giving related links or pop up relevant websites for more detailed information.

One of the most popular uses of Hanna for Healthcare is by doctors looking for information about different medical forms and how to find them. Hanna is also in high demand by Försäkringskassan’s 900 call centre personnel who use her to find the right information fast, enabling them to solve queries over the phone more rapidly.

Hanna has gone from strength to strength, enabling customers to find the answers to their queries quickly and at a time that is convenient for them. At the same time she has freed up the call centre staff to deal with more complex issues. Together with Artificial Solutions, Försäkringskassan has developed Hanna to be able to answer an unprecedented 96% of questions asked on the individual and employer sections of the website and plans to deliver similar results with Hanna for Healthcare.

A Teneo Virtual Assistant, Hanna can think and interact just like a human. Visitors to Försäkringskassan’s website can ask her questions using their own words and Hanna is able to dynamically interpret, understand and respond. With Hanna, people can find information more easily, creating less work for Försäkringskassan and less frustration for the customer.

“Websites are an excellent source of information for customers that want to help themselves in resolving queries, but with complex matters such as social insurance finding the right page that might be buried deep within the site can be a tiresome task,” says Lawrence Flynn, CEO of Artificial Solutions. “With intelligent virtual assistants such as Hanna it’s easy for customers to ask what they are looking for and receive an expert answer, not a list of possibilities, every time.”


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