Redeeming the chatbot: more than easy customer interactions
June 1st, 2021With machine learning and NLP technology, chatbots can do far more than answer a few simple questions. Before development starts, we follow a structured trajectory: defining goals, determining how smart the chatbot needs to be, then running a Bot Insights Workshop to determine intents and entities. Only after prototyping do we move to development. Customers expect more from chatbots today. And the technology delivers.
The chatbot as virtual assistant
Every organisation has straightforward tasks that take too much time. As a digital employee, a chatbot helps human colleagues by executing tasks or parts of tasks. It continuously improves through new conversations — and it never forgets.
The chatbot as buddy
Chatbots don't have to serve a marketing purpose. YANA (You Are Never Alone), built for the city of Mechelen, gives youngsters and their parents a sense of security when going out. Through Facebook Messenger, YANA tracks travel plans via Google Maps integration and notifies contacts when you've arrived safely.
The chatbot as information source
Bertje, built for the city of Roeselare, answers over a thousand questions. Using NLP, it recognises unknown questions and flags them for future learning. During COVID-19, we were selected as Microsoft's exclusive Belgian implementation partner for the HealthBot. In ten days, six healthbots went live in Belgian hospitals, integrated with Electronic Patient Dossiers for risk profiling.
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Related Cases
Chatbot Bertje - digital citizen services for the City of Roeselare
Chatbot Bertje answers citizen questions for the City of Roeselare across all municipal domains, 24/7 — built with a database of 1,000 questions, NLP-based training, and automatic routing to the city's complaint handling system. Live since October 2019.
YANA - Chatbot for Youth Safety in Mechelen
Chatbot YANA ("You Are Never Alone") guides youngsters safely through Mechelen's nightlife — a Facebook Messenger bot that tracks your journey, confirms safe arrival, and alerts your contacts when something seems off.
Business process automation for HR services
Chatbot Louise automates end-of-contract procedures at Partena Professional — reducing dismissal advice from 60+ minutes to 15–20 minutes, serving 900 payroll consultants daily, and going from prototype to production in three months.
