Sogeti has developed a chatbot for DSW that answers customer questions on the health insurer's website via a pop-up window. Chatbot Nikki is expected to answer about 75 percent of all customer questions. Thanks to the smart algorithm that is part of the chatbot, Nikki is constantly trained. In this way, the smart source of information learns to understand increasingly complex conversations and to answer the ensuing questions. In collaboration with DSW, the IT service provider delivered chatbot Nikki in six weeks.

For the development of the DSW chatbot, Sogeti went through four steps according to the so-called Thinkubator method. This is a new alternative to the traditional 'Proof-of-Concept' approach that leads to a Minimum Lovable Product (MLP) prototype. In a joint workshop, it was initially determined which type of questions Nikki should be able to answer. For example, to questions about reimbursements for a visit to the dentist. Subsequently, a choice was made to use Microsoft Azure Cognitive Services technology with the necessary expertise and data that were needed to build the chatbot. Sogeti has deployed various cognitive services from the Microsoft cloud. In this second phase, a roadmap to the eventual launch was also developed. Step three was testing the prototype with potential chatbot users. Their feedback has been incorporated into a product that can be used immediately in the fourth phase.

The chatbot communicates in a way that suits a mostly younger target group that frequently uses online chatting. That means Nikki also uses emoticons and tutors clients. If Nikki doesn't understand the question, the chatbot uses a 'for dummies' booklet. When a question is answered, Nikki gets a smile on her face.

“We were impressed by Sogeti's speed and intensive collaboration in the development of Nikki. That ensured that we were able to put our chatbot live in a very short time,” says Mariëlle Terlien, Head of Functional IT at DSW.

“During the Thinkubator process, we built the chatbot and the business case at the same time. This quickly cleared the way for a solution design and the route to a concrete solution. Chatbot Nikki contributes to better customer experiences and satisfaction for DSW's more than 600.000 customers. This innovation therefore provides direct business value for the health insurer,” concludes Chris den Arend, Chatbot Lead at Sogeti.

Technology