I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First. ...

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I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First.

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By satyamkapoor |Email | Jan 2, 2018 | 10875 Views

2017 has ended & it is important to now see how technology has evolved and what role it will play in 2018. Artificial Intelligence has seen significant growth in the past year and has seen many applications in the field of healthcare. It is important to note that AI will have an impact on the healthcare insurance experience. 
This desire to improve the healthcare insurance experience is not new; prior research in this domain has shown deep interest of the customers in personalized conversation when dealing with customer service. It may seem natural to assume that people would like to talk to human representatives. However, research has shown that customers prefer engaging in dialogue with virtual assistants.

What is a Virtual Assistant?
First, a virtual assistant (VA) is mostly self-employed and provides professional creative, administrative or technical assistance to clients remotely from a home office; they are also known to be called a virtual office assistant. Considering how consumers use a VA on their mobile devices or at home to find out certain information, it is only natural that the next step should be improving on experiences with Health insurance.  Here are several ways that other capabilities, combined with virtual assistants, leverage artificial intelligence in transforming consumer interactions regarding health insurance.

Assisting Customers Pick the Correct Plan
Last year, a study was conducted that showed the majority of consumers wish to have a dialogue that is intelligent and personalized with customer service; 89% of consumers want to engage in conversation with virtual assistants. Instead of searching on their own through a mobile app or a company's website for information, customers would prefer the assistance of a VA than a live person.  This also benefits the company where one top-five plan recorded 77% first-contact resolution efficiency. The virtual assistant saves the company money by reducing the necessary staff needed to handle such calls.

Handling Chronic Conditions More Effectively
Plans today realize the importance of biometric data is vital in managing conditions that are chronic. Wearables are being used more frequently to collect this key information.  The problem becomes that nurses and other skilled personnel are not best suited in collecting this information; technology has advanced to where the patients themselves are better off doing this through their wearables.  Virtual agents can then field questions from patients regarding the data by analyzing the information and then either providing the individual with a response or recommend a consultation with their physician.

Proactive Engagement Boosts Medicare Star Ratings
Increase in enrollment is strongly correlated with Medicare Star performance ratings. There is a great opportunity of utilizing text messages, emails & automated phone calls to boost compliance cost-effectively.  
A new year of change & uncertainty has arrived for the industry of health plans. Customers should look forward to AI solutions for enhancing their customer experience & overall satisfaction. 2018 should see AI make a significant impact in the Health Insurance sector. 

Source: HOB Team