Introduction

Freshbenies is a health benefits service provider based in Dallas, TX. Established in 2009, the business has helped individuals, employers and brokerages with a variety of non-insurance tools to control healthcare and has generated over $7M in revenue.

Challenge

Freshbenies was facing unprecendent growth in its customer base and keeping up customer service support was paramount to business success. Chief Operating Officer, Heidi Rasmussen was frustrated with the staffing shortage to meet customers on common issues like registration process, adding dependents, membership card information and benefits. She had heard of Artificial Intelligence as a powerful technology to help customer service teams, but didn’t know exactly what it could do. When she was working with Coventus on a separate project, that’s when she discovered chatbots.

Solution

Rasmussen and her team quickly learned that a chatbot platform like vChat could easily automate customer service in key areas of the business. Bonnie, the chatbot, was able to handle customer service requests for FAQs, registrations, adding dependents, and sharing membership card details. The AI assistant could scale, taking on multiple customer interactions at once & be available 24/7, even after business hours to assist.

Results

In just the last 6 months, Bonnie has generated the following results:
  • 964 customers receiving chatbot assistance
  • 326 benefits signup and activation goal completions
  • 724 FAQs & general help issues resolved
  • 36,241 messages of back and forth interaction

Heidi Rasmussen, COO of Freshbenies, has been extremely happy to offload many of the repetitive customer service tasks, easing the workload for her team.