Health Insurance

Provide exceptional member service

Improve the healthcare journey for members and the network that supports them. Give members relevant information when and where they need it.

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Coveo in Healthcare Industry

With the global pandemic driving significant change from policy reform to shifts in consumer behaviors, members are looking to their insurers for stability and trusted answers. How can health insurers quickly adapt? Choosing the right technology can help.

Coveo’s relevance platform leverages the data from your existing systems and applies AI, analytics, and recommendation technologies to connect people to the right content so they can receive the appropriate care.

Self-care and telehealth supported at scale

Help members quickly find the right care information based on their individual policy, search queries, and clicks with the help of AI.

Provide personalized digital experiences to thousands of members – whether online, through member portals, or over telehealth interactions – while helping to reduce incoming calls to your support center.
telehealth

Full insight into journeys for trusted and knowledgeable agents

Help your agents deliver remarkable assistance and trusted answers - through quick access to the right knowledge, a full view of a member's digital journey, and AI-powered recommendations.
Insight journeys

Flexible ecosystem that is interoperable

Be digitally agile to respond quickly, no matter what comes next. AI-powered relevance automatically adjusts the digital search and self-care experience so that portals are personalized for every member.
flexible ecosystem
AI-Powered Websites & Portals

Connect people to right content faster

Explore AI-powered websites
  • Peace of mind for members
    Whether they want to understand their policy or request a reimbursement, use their clicks and queries to tailor information and deliver the right outcome quickly.
  • Easy plan selection
    Helps prospective members find the right plan by not only presenting them with options, but recommending relevant content that informs, builds trust, and converts.
  • Agent and broker enablement
    Suggest relevant tools, information, and training to support your sales network. Help them recommend the right plans to members and upgrades as needs grow.
AI-Powered Service & Support

Serve more members and lower costs

Explore AI-powered service and support
  • One-stop customer self-service
    With smart search and recommendations, ensure every digital experience serves your members’ needs. Encourage self-service for personal care, provider information, and general health, curbing incoming calls.
  • Quicker agent assistance
    Boost first-call resolutions and reduce AHT by equipping agents with AI-enhanced interfaces. Provide customer journey insights and make relevant knowledge easy to find.
  • Efficient service across channels
    On your website, in your portal, or over the phone – provide access to the same great content, keeping service seamless and consistent everywhere.
AI-Powered Workplace

Equip brokers, agents, and staff with relevant knowledge

Explore the AI-powered workplace
  • Relevant resources at the right moment
    Accelerate employee know-how by using AI-powered recommendations that proactively point employees in the right direction. Keep employees in the flow of work and productivity high.
  • Timely and accurate information
    With AI layered into your systems, ensure your agents, brokers, and staff always have the latest and up-to-date information on hand – including the latest, forms, policies, and regulations..
  • Personalized network enablement
    Let your portal recommend the best training and support resources for your employees and network. With relevant knowledge at hand, enable teams to specialize and deepen their knowledge of your multi-product portfolio.

Regardless of how our customers interact, they’re going to get the same quality responses and answers, whether it’s asking a call center rep, or whether they’re doing it themselves online.

Bruce Buttles
Digital Channels Director
Read the full customer story

Offer peace of mind with AI-powered relevance

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Personalize experiences at scale while lowering costs