Our AI journey began with a groundbreaking launch of an Interactive Virtual Assistant (IVA) in partnership with Nevada Health Link, setting a new standard for consumer engagement in the state-based health insurance space. This AI-driven innovation offers callers natural language interactions that answer common questions and requests instantaneously, augmenting the call center’s normal business hours by operating round-the-clock support to individuals seeking help with basic needs such as password resets and finding enrollment assistance.

Read more about Nevada’s IVA journey here.

Georgia Access

More recently we implemented IVA with updated technology as part of the Georgia Access launch this fall. The results so far have been promising:

  • Integrated from Day One: For this Open Enrollment Period (OEP), IVA has been a part of Georgia Access from the very start, making it the first point of contact for consumer calls.
  • 20+ Flows Implemented: These flows enable IVA to resolve a variety of customer inquiries, providing quick and effective support.
  • 11% Call Resolution Rate: Approximately 11% of calls are being successfully resolved by IVA, a number we expect to grow as we refine and expand its capabilities.
  • Uninterrupted Support: IVA now handles all calls during holidays and after work hours, ensuring 24/7 assistance for our customers.

The team is actively working on expanding IVA’s capabilities to address a broader range of inquiries, and as these enhancements roll out, we anticipate an increase in resolution rates. Customer feedback has already been overwhelmingly positive, reaffirming that IVA is on the right track to streamline processes, enhance the customer experience, and lighten the load for our human Customer Service Representatives.

Beyond IVA

Our journey with AI in state-based exchanges demonstrates the incredible potential of technology to revolutionize customer engagement and operational efficiency. From Nevada to Georgia, we’ve seen how these tools not only improve consumer experiences but also empower our teams to focus on more complex, high-value tasks. By integrating advanced AI capabilities, such as the Intelligent Virtual Assistant and comprehensive quality assurance systems, we are setting a new standard for service delivery in the health insurance enrollment space. As we continue to innovate and expand these solutions, we remain committed to enhancing consumer satisfaction, streamlining processes, and supporting our partners in delivering accessible and effective health care coverage. This is just the beginning, and we’re excited about the opportunities ahead as we push the boundaries of what AI can achieve.