Medical professional texting on phone

Interactive Virtual Agent for Healthcare Provider Benefits Verification

CHALLENGE & OPPORTUNITY

With rising costs and a prioritization of engaging the member population, Humana sought an innovative approach to provider support.

SOLUTION HIGHLIGHTS

  • Voice-enabled agent fully integrated into the existing IVR
  • Accurately transcribed and interpreted medical procedures
  • Verifies and communicates member benefits and eligibility

KEY BENEFITS

  • Reduced average handle time for provider benefits verification calls by 63%, reducing call time from 8 to 3 minutes
  • Improved provider experience, reflected by a drastic reduction in the number of provider callers opting out of the IVR
  • Transformed the traditional IVR experience from a “Select 1, 2, 3…” decision tree to a conversational experience