Vandebron’s Chatbot, Mick

Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their customer service chatbot Mick within just 5 weeks. The immediate results were a 50%+ containment rate, a 66% positive CSAT and trending upwards, and an answer rate from the bot of 94%.

Vandebron allows customers to source renewable energy from local providers, for example from the farmer down the road with a wind turbine. The end goal is 100% renewable energy, 100% of the time. Their groundbreaking approach and constant innovation is revolutionizing the Dutch energy market. As a very forward facing, legacy free company using technology to help its customers get things done almost speaks for itself.

Vandebron allows customers to source renewable energy from local providers. Their groundbreaking approach and constant innovation is revolutionizing the Dutch energy market. As a very forward-facing company, they were looking to embrace the latest and best technology to help their customers get things done. 

CDI was involved throughout the process, providing Vandebron with end-to-end support in order for them to take the chatbot Mick from ideation and strategy to implementation.

Before starting on the project, CDI helped Vandebron decide which platform would fulfil their requirements in the best way. CDI’s extensive research proved Ultimate to be a good fit. 

To kick off the chatbot project itself, we worked with Vandebron and a platform expert from Ultimate to determine the best scope for MVP launch. Vandebron then selected a range of detailed FAQ’s that would address some of the most urgent questions from the majority of their customers.

The core dialogues of the chatbot as well as its persona were then developed according to the CDI Method, working closely with Vandebron customer service representatives to ensure an equitable approach to the design. 

The chatbot was delivered within just 5 weeks of the kickoff. This was due to short lines of communication, quick sign-offs and close cooperation between Vandebron, CDIS, and Ultimate.