Bupa, a leading international healthcare group, implemented a chatbot to enhance its customer service. The chatbot, named ‘Body’, is designed to answer health-related queries, offer advice, and direct users to relevant Bupa services. Body was launched in 2017 and has since handled over 1 million interactions, with a 70% success rate in answering customer queries.
The chatbot uses machine learning to improve its responses and adapt to user behaviour. It was initially trained on a dataset of 5,000 questions and answers, but it continues to learn from each interaction. Body has been integrated into Bupa’s website and Facebook Messenger, providing users with 24/7 access to health information.
Bupa’s chatbot implementation has been successful, leading to significant cost savings and increased customer satisfaction. Body has reduced the workload on Bupa’s customer service team, allowing them to focus on more complex queries. The chatbot also provides valuable data about customer behaviour and preferences, which Bupa uses to improve its services.
The success of Body has led Bupa to explore other potential applications for chatbot technology. The company is currently developing a second chatbot, named ‘Coach’, which will provide personalised health and fitness advice to users. Bupa’s experience demonstrates the potential benefits of chatbots for customer service in the healthcare sector.
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