CeeBee, the AI powered chatbot for Centraal Beheer Achmea

During my 9 months working at Centraal Beheer Achmea as a Sr. UX Designer I worked mainly on the Centraal Beheer Mobile app which you can find in the AppStore & Google PlayStore. Next to Design System, Usability testing, Motion-animation, creating new flows and improving the app I also hadd to introduce the new chatbot.

Ceebee the chatbot was the next step in the 'next-gen' customer-care to reduce the waiting-time before customers would get someone on the line. CeeBee is powered by AI where it will continuously learn how to interact with people and understand tone and urgency in someones questions/comments. To make sure CeeBee wouldn't start as an infant it was fed all the most asked questions by Centraal Beheer customers. So when CeeBee became operational, it was already pretty advanced.

To integrate CeeBee as natuarally as possible in the Centraal Beheer eco-system I added CeeBee in steps so that customers get to know and understand CeeBee and see it more than just another chatbot.

• Step 1: CeeBee introduces itself in the app as a new update within the app
• Stee 2: CeeBee show up once in a while to give tips, explanation and is the one that gives 'whats-new' updates announcements
• Step 3: CeeBee as virtual assistant during complicated processes such as filling in damage reports/forms
• Step 4: CeeBee finally introduced as chatbot assistant that people can at any time ask questions

Intrigued: Would you like to know what happened next, which methods/tools I used, How the design system works, how we created animations and transitions with LottieFiles? Let's have a coffee ☕