Since the beginning of our company history, we have been working together with DAK-Gesundheit on the online customer portal. The latest project is another milestone of the successful collaboration.
Conversational User Interfaces (CUI) were already introduced at DAK-Gesundheit in 2020. In this way, users interact with the website and receive suitable solutions to their concerns via a question-answer structure. Since then, 65 CUI processes with more than 1,000 questions and suitable answers have been created. In the process, the number of clicks on the website has tripled. Combined with the positive customer feedback of 97% from over 1 million ratings, this demonstrates the relevance of a customer-oriented website.
"An attractive, informative and easy-to-use website is more than just a business card. It is increasingly becoming a decision criterion for (or against) a health insurance company. With the current development of a strong, customer-oriented website, we are taking the next big step towards becoming a digital pioneer."
Erik Ober, Product Owner of the website
To meet customer needs even better, we are going one step further in the latest relaunch:
A brief insight into the technical details:
In addition to improving the customer experience, the project also helped to save internal resources. Through the editorial system, changes and publications can be distributed to several touchpoints at the same time and do not require time-consuming manual work. Gradually, other portals of the DAK will also be transferred to the new system and employees will be relieved.
After many years, we continue to look forward to a successful partnership with DAK-Gesundheit. For more information and a concrete overview of the implementations, please visit the German DAK website.