Leading BCBS Health Insurer
Accelerating CSR Support of Benefits Questions Using GenAI
Challenge + Opportunity
Support reps managing high volumes of member questions struggled with cumbersome, manual processes and PDF downloads to understand and communicate benefits coverage.
Solution Highlights
We leveraged AWS's AI foundation models and APIs to create a natural language generative AI benefits assistant that mines a library of ingested documents and returns tailored, reliable answers based on the member's plan and coverage.
Key Benefits
The intuitive, chat-based resource equips agents to rapidly provide relevant benefits information, educate members, and improve time to resolution on service requests.
