eHealth Expands AI Voice Agent “Alice” to Improve Post-Enrollment Services
TL/DR –
eHealth has expanded the capabilities of its AI voice agent, “Alice,” to handle not only enrollment calls but also routine post-enrollment queries like application status, ID-card timing, billing questions, and Do-Not-Call requests. This move comes after an earlier deployment of non-licensed AI voice agents built to collect intake information and assist consumers with plan selection. Alice achieved a 100% answer rate for after-hours callers with a majority of callers rating the experience as “exceptional”.
eHealth Amplifies AI Strategy with Expanded Voice Agent Capabilities
eHealth has widened the capabilities of its AI voice agent, Alice, to address not only enrollment-related calls but also post-enrollment service queries like application status, ID-card delivery, billing issues, and Do-Not-Call requests. The augmented agent reportedly eradicates after-hours wait time and has secured impressive caller ratings during initial use.
AI Supports Enrollment and Customer Service
The firm utilizes two interconnected technologies: a plan-matching system based on machine learning to align beneficiaries with suitable plans, and a state-of-the-art voice automation system for efficient call routing and delivering scripted responses. This technology enables eHealth to manage high call volumes during the Medicare Annual Enrollment Period without proportional increase in staff.
The company’s SEC filings document considerable investment in technology, revealing several hundred employees dedicated to technology and content. This budget is allocated towards platform maintenance and development, including agent development and systems integration.
Positive Early Results and Market Challenges
eHealth reports that Alice achieved a 100% answer rate for after-hours calls and the majority of users rated the experience as “exceptional”. The company also noted an increase in purchase interest among callers serviced by AI.
However, eHealth operates in a competitive, seasonal, and highly regulated market. The Department of Justice has filed a False Claims Act complaint against several large brokers, including eHealth. This increased scrutiny could affect the use of automated sales and service channels.
Future of AI in eHealth
Despite potential risks, the expansion of Alice is a concrete step towards automation at eHealth. With a focus on improving customer experience, eHealth’s chief digital officer, Ketan Babaria, believes AI has the potential to significantly enhance the quality and efficiency of their services. Future disclosures will reveal the impact of AI-handled calls on customer conversion and retention.
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