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Customer Experience and Design

5 Ways Bots Can Boost Health Plans’ Customer-Member Experience

How bots can improve health plans' customer-member experience

Customer experience is predicted to overtake product and price as the No. 1 differentiator among businesses by 2020, according to “Customers 2020: A Progress Report” by Walker, a customer experience consulting firm. We’re finding organizations are turning to artificial intelligence (AI) to meet growing consumer demands. Health plans cannot afford to miss this opportunity to evolve and stay ahead of the curve.

Increasing usage of bots in the form of text and voice, offers huge opportunities in improving the customer-member experience. Not only does it speed customer service inquiries but has the added benefit of decreasing the cost of customer service call centers as call volumes for live customer support agents decline. It’s important to make incremental changes, here’s how:

1. Address common member questions that can be automated with zero human intervention.
Alleviate customer-member anxiety with use of voice bots and align your customer support agents to high value activity.

2. Meet your members where they are with text bots.
Support the growing number of members using a mobile device while on your website or app, with a customer-member service experience that’s like popular messaging apps to address their questions and offer support.

3. As customer service is all about convenience, deliver always on service that’s available 24/7.
Support members by offering support for specific tasks that can be automated with voice and text bots without having to increase headcount to offer additional customer-member service support.

4. Solve problems by automating repetitive tasks with AI.
As self-service adoption continues to increase, use voice and text bots to support your members in accomplishing tasks themselves.

5. Don’t make your members wait for the next agent.
On-hold music has always been a friction point in customer service, use voice bots to resolve inquiries immediately or enhance the live customer agent support.

How are you transforming customer-member experience with the use of bots?

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Susan Kight

Susan Kight is a lead business consultant with digital experience spanning healthcare, finance, and education industries. With a core grounding in marketing, product management, and analytics, Susan is able to assist clients at the intersection of where digital, strategy and data meet. She is extremely passionate about helping healthcare organizations improve patient outcomes through the delivery of successfully executed innovative digital strategies. Susan helps clients to build best-in-class, engaging digital experiences that achieve business goals and lead to high ROI.

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