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