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Chatbot evaluation

Nothing was approached by Groupe Mutuel to evaluate their customer help chatbot. In remote user testings, we outlined clear indications to improve usability and customer satisfaction.

Groupe Mutuel
Release date
Health Care
Groupe Mutuel website
Someone about to call customer service with a Groupe Mutuel leaflet.
  • Alleviated customer service

    via better targeted help on the chatbot, reducing direct requests

  • Clear handover process

    between chatbot and customer service

  • Transparent communication

    of the chatbot’s abilities and limits to clients

Phone with a chatbot conversation gone wrong
What a failed chatbot customer interaction might look like.

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