Scripted bots trapped users in loops. A coached AI now resolves 70% of tickets, freeing staff for sensitive estate planning.
A digital estate planning platform operating in a highly regulated industry where customers make life-defining decisions about wills and trusts.
A rule-based chatbot trapped users in frustration loops and lacked the empathy required for sensitive conversations, forcing the support team to...
“Our customers aren’t just asking, ‘What’s my account balance?’ They’re navigating life-altering decisions about their estate plans—decisions that demand empathy, trust, and expertise in every interaction. Many of our members really struggled with the old bot. In addition to the classic looping experience people encounter with a scripted bot, it also lacked the empathy required for the types of questions on our members’ minds.”
Online platform for creating wills, trusts, and estate planning documents.
AI customer service automation platform for messaging, voice, and email.
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