Coveo - Industry Ebook [Health Insurance]

Here’s how Coveo can help health insurance providers like you. In Real Life Health Insurance Have data at your fingertips. Agents can rapidly access the member information they need to do their job well. Remove roadblocks. Robust analytics and a powerful admin console dashboard keep teams happy and performing. Keep members informed. See how our partner Coveo tackles challenges in Efficient content indexing helps you author, distribute, the health insurance industry. From big-picture and speak authoritatively about corporate policies. problems, to the specific needs of a vice president of customer care, Coveo has it covered. Reach customers where they are. Coveo provides an artificial intelligence platform integrated Increases self-service rates with simple, scalable with Salesforce. Stakeholders can easily find information, customer service journey maps. allowing employees to be more productive, customers to self-serve, and agents to solve cases more quickly. Keep reading to learn how Coveo could help a vice president of member care improve efficiency, save costs, and increase satisfaction by enabling customer self-service and improving agent proficiency.

The Big Picture Service Coveo provides health insurance Operations organizations with AI-powered search, The Challenge: Roadblocks like external content, and journey orchestration. slow onboarding or a lack of analytics around service processes can slow case resolutions and hinder cross-sells and upsells. The Solution: Coveo helps reduce Agent Assist case resolution time and increases revenue by measuring agent The Challenge: When agents have to and member interactions against spend time searching for the data benchmarks. they need across multiple windows, customer satisfaction and agent productivity drop. The Solution: Coveo indexes and displays analytics in a single view allowing agents to improve case handle time and boost productivity. Artificial Intelligence Strategy The Challenge: Members expect Knowledge answers to their questions, on their preferred channel, in a timely and Content manner. The solution needs to The Challenge: Siloed content be scalable. repositories make it difficult to access The Solution: Coveo moves beyond and share information. simple typo tolerance and The Solution: Coveo enhances spell-check to fine-tune relevant customer satisfaction by building content by permissions, role, device, a unified index that makes all location, language, and even past knowledge available in a single behavior, fully orchestrating the experience. customer service journey.

How Coveo Solves The Close-up Morgan’s Challenges See an example of how a vice president of member care could use Single-view analytics Coveo to simultaneously build trust Morgan’s team can quickly see member interaction with with members and increase job their healthcare plan, as well as their browsing activity, satisfaction for agents. and search history so they can quickly and confidently answer inquiries. Highly personalized experiences Relevant content, suggestions, and related content are dynamically populated from multiple sources and delivered on the members’ preferred channel. Morgan Murphy Proactive self-service VP, Member Care AI helps detect issues before they arise and guides at Douglas Health members to resolution. Morgan’s team can now proactively surface claims that need additional Morgan has to decide which technologies need to be upgraded information for processing. and which are addressing key issues that will get her service organization to the next level. Her Goals: Her Challenges: - Offer best-in-class customer - Agent onboarding and training service experiences processes are slow - Ensure her Service Operations team - Agents must often use multiple has what they need to answer logins and screens to access relevant member inquiries promptly information - Give members easy access to - Douglas Health lacks a cohesive Learn more about Coveo information they need on self-service experience a daily basis - Develop and implement an effective AI strategy