Josefien relieves the BrandMR team and increases client satisfaction

A problem of plenty of information available, yet an overcrowded live chat

As a legal organization you deal with clients daily who are in complex situations. The problem BrandMR faced was that the available information on the site was not easy for clients to find, which caused high pressure on the live chat.

'For many people it’s the first time entering a legal process. They have questions, feel tense and want clarity quickly,' says Irene, Product Owner at BrandMR. 'We saw that people often called or chatted about information that was actually on the website. Our website is so well filled, that it can sometimes be overwhelming. In addition, people wanted to share their personal story and get confirmation that BrandMR was the right party for their specific question.'

The amount of information on the site led to a very busy live chat with long queues. 'We even had people who joined the queue just before closing time and were only helped the next day. That didn’t feel right.'

AI Agent Josefien: a smart solution that inspires trust

Initially a sophisticated search function was considered for the website, but that turned out to be more technically challenging than training an AI Agent.

Therefore, the empathetic AI Agent Josefien was built with Watermelon. Josefien can quickly provide clients with the necessary information and is a place where people can share their story. The choice for Watermelon was quickly made. Irene: 'Five years ago I once built a chatbot with Watermelon – which was nowhere near as advanced as the version we have now – and I already experienced how quickly we could move from idea to working product.'

Because you can build an AI Agent quickly with Watermelon, enthusiasm in the organization arises naturally. Within three days the first version of AI Agent Josefien was ready. 'If you first need to convince everyone, it becomes harder. Now they just saw that it works.'

'We tested her internally with the intake department and the reactions were immediately positive. Everyone asked: when will she go live?' After a few weeks of testing Josefien was rolled out on the website. Since then, usage has only grown – and so has her role.

See also how Afzetbak generates 150 leads per month with an AI Agent.

Direct results: 90% fewer live chats and increased client satisfaction

The impact of Josefien was immediately visible. Of the more than 400 chats that come in every month, Josefien handles the vast majority herself.

'Employees now handle 90% fewer chats and our research shows that client satisfaction has only increased,' says Irene. The time savings are considerable. 'We save about 35 hours per week on client contact, which equals nearly 1 FTE!' The investment in Josefien paid itself back within a month – faster than expected.

In addition to reducing live chat pressure, accessibility has greatly improved. A third of conversations take place outside office hours. 'We didn’t have that contact before. That means clients are reassured immediately, even in the evening or on weekends. Exactly at moments when legal uncertainty weighs the heaviest.'

Within the organization Josefien is now seen as a full-fledged team member. 'Intake literally says: we can’t do without her anymore. Josefien is like an extra colleague; always patient, friendly, understands complex abbreviations and never gets tired,' says Harry, Business Analyst IT. 'Employees can now focus on matters that really matter,' Irene adds.

Josefien is also used as an internal search engine by the intake team. 'For example, to find the link to the most current and relevant blog that matches a specific client question. They can then immediately refer the client there.' In addition, Josefien is used to optimize the content on the site and provides insight into where clients get stuck in the orientation process. It’s also very convenient that the platform is very flexible. 'We are not developers, but we can adjust everything ourselves. During peak moments we easily adapt Josefien. For example: 'The waiting time is now three days instead of two.’ That kind of real-time communication makes a big difference.'

Future vision

Although AI Agent Josefien is now mainly active on the website and in the MyEnvironment, the team is already looking further. 'We see opportunities to deploy her throughout the client process – also as support between practitioner and client,' explains Irene. 'It will then become a lot more technical, which makes developers necessary to connect, but we have already found each other well in that collaboration. The possibilities are endless.'

AI Agent Josefien has earned a clear place within BrandMR. She reduces workload, increases accessibility and ensures that clients feel heard. What started as an experiment has grown into an indispensable part of the service.

Want to get started with an AI Agent too? Request your free demo and see what an AI Agent can do for you.