English summary: ameli.fr of Cnamts (Caisse Nationale d’assurance maladie) launched in 2002 to all insured employers and health professionals. With over 5.2 million hits per month, Ameli.fr is the 3rd largest public service site in France. Since 2007, more than four million policyholders created personal accounts on the site to manage their information. With a wide range of content and applications, Ameli.fr users were having difficulty finding the right information for their specific needs. The telephone support channels were flooded with people asking for information that was already on the website. Ameli.fr implemented the VirtuOz virtual agent to provide better service and improve user navigation for policyholders.











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