Building Advanced AI Customer Support Systems for Easly 

Background

In healthcare, providing timely, reliable support is critical. Chatbots have become a go-to solution for 24/7 assistance, guiding users through inquiries and improving operational efficiency. But many chatbots fail to live up to expectations. They often offer generic responses, lack flexibility, and don’t provide the insights businesses need to improve. 

To truly add value, a chatbot must do more than automate—it should adapt to specific workflows, handle complex queries, and offer data-driven insights to guide decision-making. 

Easly.nl, a healthcare platform in the Netherlands, recognized this growing need. While their existing CRM chatbot worked on a basic level, it couldn’t deliver the personalized experience or operational efficiency they sought. So, they partnered with Symphony Solutions a software development and technology company to set up a more intelligent, custom-built chatbot that could meet these demands and take their customer support to the next level. 

Client

Easly.nl is a Dutch healthcare platform that empowers individuals to manage their health more effectively. They provide accessible medical information, at-home health tests such as DNA Medication Passports and microbiome analyses, and personalized medical recommendations. With certifications like NEN 7510, 7512, and 7513, Easly.nl ensures the highest information security and quality management standards.  

“When we started this project, we wanted more than just automation; we wanted a tool that genuinely connected with our users. Symphony Solutions helped us take a complicated idea and turn it into something practical, reliable, and impactful for our users. Harmony isn’t just a chatbot; it’s a 24/7 support system that provides personalized answers and helps us understand user needs better, making healthcare assistance faster, more reliable, and truly user-focused.” 

Maarten Gyssens

Project Manager at Easly

Challenges

Easly.nl’s previous chatbot struggled to meet user expectations, with generic responses and limited availability of customer support. To address these issues, the company needed a more intelligent solution capable of: 

• Providing Accurate Support: Delivering fast, reliable answers to user inquiries. 
• Customizing Workflows: Adapting to Easly.nl’s specific processes and service goals. 
• Generating Insights: Collecting user data to refine services and marketing strategies. 

The goal was to create a seamless and user-centric support system that improved both customer satisfaction and operational efficiency. 

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Solution

To address Easly.nl’s challenges, Symphony Solutions proposed and integrated Harmony, an advanced AI-driven Agent tailored to meet the client’s specific needs. The project was executed in structured phases to ensure seamless integration and optimal performance: 

1. Requirement Analysis and Planning 
   Symphony’s product analyst collaborated closely with Easly.nl to understand their workflows, user expectations, and the pain points with their existing chatbot. This phase involved detailed requirements gathering to align Harmony’s capabilities with the client’s objectives and ensure the solution was fully customized to their needs. 
2. Knowledge Base Creation 
   Recognizing the importance of accurate, high-quality content, Symphony engaged content writers to assist Easly.nl in developing a comprehensive and structured knowledge base. This foundation enabled Harmony to provide precise, contextually relevant responses to user inquiries. 
3. Development and Integration 
   Symphony’s development team worked on integrating Harmony with Easly.nl’s existing platform. The integration was designed to be both scalable and modular, allowing for future enhancements without disrupting core operations. This ensured Harmony could seamlessly fit into Easly.nl’s system and adapt to evolving needs. 
4. User Acceptance Testing (UAT) 
   The project included two rounds of rigorous UAT to validate Harmony’s performance in real-world scenarios. Feedback collected during these tests informed iterative improvements, enhancing usability, reliability, and accuracy. Specific scenarios were designed to simulate both common and edge-case queries, ensuring the chatbot was robust across varied situations. 
5. Iterative Improvements 
   After UAT, Symphony analyzed client feedback, tested results, and reviewed weekly conversations to refine Harmony. The team worked closely with Easly.nl’s lab and app teams to resolve cross-functional challenges identified during the tuning process. The failed responses were determined with a dedicated FAQ, achieving 91% of the expected response. By identifying and measuring user experience gaps, Easly.nl team improved lab collaboration and enhanced key areas. 

Insights from Launch 

Upon Harmony’s launch, several key insights emerged: 

1. Logistic issues with the lab: Users reported delays and miscommunication about test results. This was addressed by creating automated follow-ups and real-time status updates through the chatbot. 
2. User experience issues with the app: Navigation difficulties and a lack of intuitive design were uncovered. The findings led to app design improvements, including a streamlined interface and a direct feedback channel for users. 
3. Real interest in healthcare platforms: The chatbot revealed a strong demand for an integrated platform offering preventive care, personalized advice, and medical test results. This insight helped Easly.nl expand its services to include additional features like lifestyle recommendations and health tips.
4. Increased engagement with niche health topics: Users frequently inquired about specific health conditions, highlighting the value of expanding the knowledge base into areas like mental health, diet, and chronic illness management. 

Results 

Harmony’s integration transformed Easly.nl’s customer service, delivering significant improvements that made an immediate impact: 

• Streamlined Support: By automating routine inquiries, Harmony freed up the limited support team to focus on complex tasks, improving efficiency across operations. 

• Faster Responses, Happier Users: The AI agent reduced response times dramatically, boosting satisfaction scores and creating a smoother user experience. 

• Accurate, Trustworthy Information: The newly built knowledge base empowered Harmony to handle queries with precision, significantly lowering the number of unresolved questions. 

Optimization and Results 

During the development process, the Symphony team focused heavily on fine-tuning the knowledge base to achieve optimal performance. Over the course of nine iterations, they carefully analyzed user interactions, identified response gaps, and refined the system accordingly. As a result, the accuracy of correct answers improved significantly, reaching 91% of expected responses—a notable improvement from earlier stages. 

This iterative tuning process involved: 

• Identifying and addressing knowledge gaps: Ensuring the chatbot could handle both frequently asked and nuanced questions effectively. 

• Continuous testing and evaluation: Using real user queries to validate improvements after each iteration. 

• Implementing feedback loops: Incorporating user feedback into each cycle to align responses with real-world expectations. 

Additionally, the engagement rate reached an impressive 58%, representing a multiple-fold increase compared to the previous chatbot. The focus on addressing logistics and app usability further amplified these results. This growth highlights the enhanced user experience and the effectiveness of the updated knowledge base and tuning process. 

Conclusion 

The result was not only a substantial boost in accuracy and engagement but also a system that delivers consistent, reliable answers tailored to user needs. Symphony Solutions’ collaborative and data-driven approach, coupled with actionable insights from real users, played a pivotal role in Harmony’s success. This iterative, data-driven approach underscores the importance of continuous optimization in achieving measurable success. 

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