Case Study: Natera improves genetic test education and patient support with BotsCrew’s NEVA chatbot

Natera - Customer Case Study

Natera, a global leader in cell-free DNA testing, faced a growing challenge where the high demand for genetic testing information far exceeded the capacity of available genetics professionals. To scale their patient support and provide high-quality genetic education, they partnered with the vendor BotsCrew to develop a solution.

BotsCrew developed a healthcare chatbot named NEVA to guide and educate patients about genetic testing and their results. The solution achieved a success rate of over 80% across more than 4,000 chats, allowing patients to self-assist and freeing up valuable time for genetic counselors. This enabled Natera to expand remote access to its genetics services in a scalable way.

Natera

Melissa Maisenbacher

Senior Genetic Counselor Manager