Real World Examples: Leveraging AI for better member experiences


Thursday, February 16th, 2023 | 12:00 PM - 1:00 PM CT

Members’ expectations continue to grow while payors and PBMs struggle to keep up. Now is the time to leverage best practices of leading direct-to-consumer companies.

Join us for this short webinar to explore how conversational AI can personalize and improve the member experience across all channels. You'll learn how payers and PBMs are using AI to streamline operations while amplifying their contact centers.

Learn from real-world examples how conversational AI:

• Allows resolution of complex questions with design strategies such as personalization and intent switching
• Gives member services reps the tools and insights to offer effective guidance and resolve issues quickly
• Uses advanced security and biometric technology to enable proxy authentication of family members and caregivers
• Guides callers to the optimal channel and achieves the containment value of digital deflection.
 

Presenters: 

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Kyle Kotch

Senior Manager, Professional Services Delivery, Nuance

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Rebecca Nowlin Green

Senior Principal Business Consultant, Intelligent Engagement Product Management, Nuance

Sara Kloch - Daniel Gest

Sara Kloch

Senior Product Marketing Manager, Nuance

Nuance-Microsoft (1)