Great news… Sam the chatbot is born!
The test version of the chatbot for child benefit, also known as Sam, has landed. This is used by a number of people via Facebook messenger. Got there you answer general questions about child benefits directly.
Research shows that many standard questions are asked to the SVB, such as "When will my child benefit be paid?" Or "What is double child benefit?" through the chatbot. Some advantages of a chatbot compared to personal contact:
- A chatbot is available 24/7.
- You will receive an immediate answer so there are no waiting times.
Another important advantage for the service team employees is that they can focus their energy on tailor-made questions that are essential for the customer. In this way a win-win situation is created for both the customer and the service team employees.
What is and what is not?
At this time, the Novum child benefit chat robot only answered the 20 most frequently asked questions about child benefit. Questions about the AOW, AIO or Anw, for example, will not be recognized by the chatbot and will therefore not be able to answer. We have chosen not to make the project too large. We first wanted to experiment and see if we can meet the needs of the customer.
We learned a lot from this experiment and we shared all the data with the SVB. The follow-up process now runs within the SVB.