YEAR
2022
DELIVERABLES
copy writing
editing
content design
Flora Chatbot
Maryland Health Benefit Exchange (MHBE), an independent unit of the state government, provides affordable health coverage to Marylanders.
While working as a web content specialist at MHBE, I collaborated with UX designers and developers to implement a chatbot onto our site. The goal of this project was to decrease high call volume during open enrollment and increase customer satisfaction.
Designing conversation flow charts
To kick off this project, I created dozens of flowcharts for our internal stakeholders to review. Making the initial flow chart you see below allowed me to assess our content needs and decide when to link to an existing page or redirect our users to a live agent. I decided on the content for each section based on the data we received from customer support regarding the most frequently asked questions.
Building conversations in Voiceflow
I worked closely with our engineering team to design conversation flows in Voiceflow, incorporating feedback from our customer support team to craft more effective responses. We thoroughly tested the bot before launch, making adjustments as needed to ensure a smooth user experience.
The result:
By answering over 500,000 questions and automating password resets, Flora chatbot drove a significant 28% decrease in call center volume during open enrollment.