Voicebot prefilled registration and lifted conversion 45%
The case in 30 seconds
- Problem
- Callers reached the hotline, stated what they needed, and were sent an SMS link to register. Registration then started from an empty form — including the contract number. Customers rarely have that number to hand, and the step leaked more of the funnel than any other.
- What I did
- Had the voicebot identify the caller during the call. It searches the beneficiary database by phone number through an API. The matched contract attaches to the SMS link, so the registration form opens already filled in — contract number included.
- Impact
- Conversion rose 45% in a production funnel — not a pilot.
How it happened
- 2024 — Where it started
The brief was a conversion problem, not a bot. A voicebot already sat in the funnel; what it did not have was any knowledge of who was calling. Finding the leak meant walking the journey step by step, from the call to the completed registration.
- Where the funnel leaked
The drop-off was concentrated on one field. Finding a contract number is tedious, and customers who left to look for it did not come back.
- The architecture decision
The voicebot calls a beneficiary-search API mid-call and passes the matched context into the SMS link. Identity is resolved while the customer is still on the phone, so the form they open is already theirs. On no match, the flow falls back to the blank form rather than guessing. Legal and compliance signed off before a single call went live.
- Rollout
Conversion was measured against the existing journey, market by market, before the rollout widened. Nothing scaled on a pilot number. Engineering, the voice vendor, and the market teams who own the funnel ran it together. This was conversational AI in a revenue-critical path, not a sandbox.
- Today
Part of large language model (LLM) orchestration and AI vendor governance across a €1B portfolio.
+45%conversion from voicebot prefillLive, revenue-facing acquisition funnel
What I took from it
The win was not a smarter bot. It was giving the bot access to the data the customer would otherwise have to go and find.