Health Insurance Chatbot: providing outstanding user experience

I play a major role as the bridge between users and customer agents. My job is to ensure that the chatbot serves as the friendly face users encounter first, answering inquiries promptly and providing an outstanding user experience.

At Reliance Health, I lead and collaborate on the design and optimization of AI-powered chatbot experiences to support customer engagement across multiple markets. My primary focus is on creating efficient, personalized, and accessible conversations that help users find what they need; whether it’s navigating our platform, booking appointments, or understanding our health plans.

I’ve worked closely with cross-functional teams to identify friction points in chatbot flows and rework them for clarity, personalization, and user satisfaction. My responsibilities span from initial conversation flow design to live chatbot testing and iteration.

Led the design of the Egypt WhatsApp assistant and the Senegal website assistant, optimizing them for Arabic- and French-speaking users and improving the user journey for local audiences.

Refined existing chatbot flows to improve personalization, tone, and relevance, addressing common user complaints and improving engagement.

Enhanced self-service interactions, reducing dependency on live agents for common queries.

These updates contributed to faster user resolution rates, more consistent experiences across channels, and an increase in overall chatbot efficiency.

The value of localization and cultural sensitivity in chatbot design especially when working with multilingual audiences.

How to identify subtle friction points in conversations and improve them through language, tone, and flow adjustments.

The importance of balancing automation with empathy in healthcare-focused conversations.

Chatbot is located at the bottom right corner of the screen.