MetLife

Creating chatbots that care

To further enhance their customer service, Metlife Korea wanted to build a chatbot that could help users reduce waiting and response time.

In collaboration with a multi-regional design and tech team, we identified key Jobs To Be Done (JTBD), built conversational structures, and assessed tech integration capabilities.

The end result was a chatbot prototype that not only achieved its intended objective in subsequent user tests but delighted users with its usability.

Scroll down to see the sample screens.


Client
MetLife Korea
Year
2021-2023

Identififying entry points for the user to interact with the chatbot

Identififying entry points for the user to interact with the chatbot

Building key onboarding screens

Building key onboarding screens

Building in-app functionality to provide a single, stream-lined experience

Building in-app functionality to provide a single, stream-lined experience

Identifying key topics and FAQs to help users who might not know what they need

Identifying key topics and FAQs to help users who might not know what they need

Identification of points for delayed microinteractions to delight users

Identification of points for delayed microinteractions to delight users

Building seamless integration between bots and real-time Customer Service agents

Building seamless integration between bots and real-time Customer Service agents