The client required:Customer service on the telephone is costly. The Swedish Social Insurance Agency tried to find cheaper alternatives that would also be easier to use for their clients. The Swedish Social Insurance Agency has a much visited Website but in comparison to the telephone channel the web channel was just too small. They wanted to steer their clients towards the Web instead.
How we made it:
The Swedish Social Insurance Agency is very familiar with the kinds of questions customers have. Not only the top ten, but virtually every question asked, since routine follow-up is conducted on customer support telephone calls. These questions, and more, are now answered by an Interactive Assistant. The Swedish Social Insurance Agency has employed the Interactive Assistant Hanna.
Result:
Hanna is available in the service of citizen on the public Website and she helps to inform clients about the authority´s e-services and e-identification. She also helps the client to fill out forms.
