Benefits ChatBot2019-06-03T13:53:50+01:00

Benefits Chatbots

For Local Authorities, benefits enquiries demonstrate an excellent opportunity to introduce automation technologies that improve customer service, reduce expenditure, and ensure a more productive workforce.

Relatively simple and repetitive interactions – such as lodging benefit claims, enquiring about their progress and disputing claim decisions – are currently handled by human agents. The result is a system pushed to breaking point and defined by long call centre wait times and high abandonment rates. As a consequence, human agents are distracted from critical tasks and forced to focus their time and energy on simple enquiries that do not maximise their potential.

Benefits Chatbots

For Local Authorities, benefits enquiries demonstrate an excellent opportunity to introduce automation technologies that improve customer service, reduce expenditure, and ensure a more productive workforce.

Relatively simple and repetitive interactions – such as lodging benefit claims, enquiring about their progress, and disputing claim decisions – are currently handled by human agents. The result is a system pushed to breaking point and defined by long call centre wait times and high abandonment rates. As a consequence, human agents are distracted from critical tasks and forced to focus their time and energy on simple enquiries that do not maximise their potential.

Chatbot Solutions

The Inform Benefits Chatbot provides users with a means of contacting the council 24/7/365, whilst reducing the burden faced by human agents during office hours.

Capable of responding to 100% of benefits enquiries immediately, our chatbot is designed to route users to the relevant self-serve option, drastically reducing the average cost of each interaction. By answering all informational enquiries and directing users to the appropriate online forms, payment channel, or information, it maximises efficiency and encourages channel shift, cutting costs and improving the customer experience in the process.

The Inform Benefits Chatbot

  • 24/7/365 customer service. Ensure you accommodate users’ changing behaviour by providing an always-available digital service that shifts users towards a cost-effective self-serve option.

  • Chatbot integration across a number of platforms. Facilitate greater automation by integrating your chatbot into a variety of digital platforms, including your website, Facebook Messenger, and Twitter.
  • Our enhanced analytics platform provides you with real-time data, allowing you to fine-tune and tweak the system to measure the chatbot’s performance and improve the customer experience.
  • Complete chatbot construction. Unlike other software providers, we provide you with everything you need to successfully deploy your chatbot. That means leveraging our experience to research and build full scripts for your software.
  • Better understand your users through our comprehensive analytics module. Chatbots present an invaluable opportunity to harness the power of big data – we provide you with the tools required to measure, analyse, and respond to their behaviour.
  • From start to finish in 8-10 weeks. Our low development time means your new chatbot services have an immediate impact on your organisation’s ability to automate enquiries and cut waiting times.
  • Cloud-based technology ensures alterations to the chatbot system can be made quickly, efficiently and remotely, allowing us to develop the tool as your Benefits department increasingly emphasises digital service provision.
  • Crush wait times and ensure your customers aren’t left hanging on the telephone. Chatbots are able to process multiple enquiries simultaneously, so customers never have to wait for a response.
  • Pre-empt future demand. More than 2.5 billion people use messaging services on a daily basis. This figure will only grow in the coming years. Get ahead of the curve and future-proof your customer service provision with chatbot deployment.
  • Increase satisfaction, decrease costs. Chatbots allow you to do more with less. By automating routine enquiries, you cut costs and waiting times. That means less waiting, lower abandonment rates, and decreased spending.
  • Built into a holistic, omnichannel system. The Inform Benefits Chatbot is designed to interact with a variety of technologies, including SMS, online forms, email, and traditional telephony systems. This encourages the shift towards more efficient channels, whilst also guaranteeing customer satisfaction.

The Inform Benefits Chatbot

  • 24/7/365 customer service. Ensure you accommodate users’ changing behaviour by providing an always-available digital service that shifts users towards a cost-effective self-serve option.

  • Chatbot integration across a number of platforms. Facilitate greater automation by integrating your chatbot into a variety of digital platforms, including your website, Facebook Messenger, and Twitter.
  • Our enhanced analytics platform provides you with real-time data, allowing you to fine-tune and tweak the system to measure the chatbot’s performance and improve the customer experience.
  • Complete chatbot construction. Unlike other software providers, we provide you with everything you need to successfully deploy your chatbot. That means leveraging our experience to research and build full scripts for your software.
  • Better understand your users through our comprehensive analytics module. Chatbots present an invaluable opportunity to harness the power of big data – we provide you with the tools required to measure, analyse, and respond to their behaviour.
  • From start to finish in 8-10 weeks. Our low development time means your new chatbot services have an immediate impact on your organisation’s ability to automate enquiries and cut waiting times.
  • Cloud-based technology ensures alterations to the chatbot system can be made quickly, efficiently and remotely, allowing us to develop the tool as your Benefits department increasingly emphasises digital service provision.
  • Crush wait times and ensure your customers aren’t left hanging on the telephone. Chatbots are able to process multiple enquiries simultaneously, so customers never have to wait for a response.
  • Pre-empt future demand. More than 2.5 billion people use messaging services on a daily basis. This figure will only grow in the coming years. Get ahead of the curve and future-proof your customer service provision with chatbot deployment.
  • Increase satisfaction, decrease costs. Chatbots allow you to do more with less. By automating routine enquiries, you cut costs and waiting times. That means less waiting, lower abandonment rates, and decreased spending.
  • Built into a holistic, omnichannel system. The Inform Benefits Chatbot is designed to interact with a variety of technologies, including SMS, online forms, email, and traditional telephony systems. This encourages the shift towards more efficient channels, whilst also guaranteeing customer satisfaction.

“Along with automated Telephony, we believe Chatbots represent a crucial step in improving customer service access and delivery 24/7. State of the art technology, combined with the knowledge base we’ve built up here at Inform over 30 years, enable your customers to quickly and easily find what they need – no matter where they are or what device they use.” Julian Mead, Client Services Director

Contact us for a Chatbot demo

How Does It Work?

Chatbots utilise the latest AI technologies to provide organisations and their customers with a 24/7/365 contact channel. Interacting with customers in a way that imitates human conversation, they provide information or actionable responses wherever possible. If the chatbot isn’t able to provide an answer, it routes the enquiry to an alternative channel or human agent.

Installation

The Inform Benefits Chatbot is a cloud-hosted technology, ensuring it remains a relevant and versatile tool, no matter what challenges Local Authorities face in the future. Changes and improvements to the service can be made as and when they are necessary, allowing the technology to shift to meet your changing needs.

Setup

The Benefits Chatbot typically takes between 8-10 weeks to design, build, and implement. However, this schedule can vary depending on the scale of the project, as well as the complexity of the chatbot. All implementation processes are designed using our comprehensive knowledge base and with the client’s needs in mind and to ensure no disruption to existing services.

Data and Reporting

The accurate capture and analysis of user data is one of the key ways in which organisations in both the public and private sectors are preparing themselves for an increasingly digital future. Our integrated analytics module provides you with all the insight you’ll need to fine-tune your existing services and identify trends that may improve future customer service provision.

Contact us now for a demo and to find out more
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What our clients say

“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”

“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”

“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”

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