leading bcbs health insurer
Improving Member Experiences With Conversational AI
Challenge + Opportunity
Our healthcare client managed 1.7M calls and 209K chats annually, overwhelming support teams and straining resources. Limited after-hours coverage added pressure, prompting a need for a scalable digital self-service solution.
Solution Highlights
We integrated an AI-powered virtual agent into the member portal that uses NLP to respond to inquiries in a personalized manner. The agent supports routine functions like eligibility checks, claims, ID card replacements, and prior authorizations.
Key Benefits
The agent enhances the member experience with self-service and frees CSRs to focus on other pressing work.
