Combining Automation & Human Expertise to Improve Member Services

Health plans are no longer choosing between technology or people to support members. Instead, they are using both together. This panel will highlight real-world examples of how payers use automation, AI Agents and self-service tools to handle common, high-volume questions, while augmenting human customer service agents with AI that delivers real-time guidance, knowledge and workflow automation during live member interactions. Panelists will discuss how to create an environment that can efficiently triage high-volume requests, resolve member issues faster and with less frustration, and ensure that more complex or sensitive needs are handled by real people with care and understanding.