AI-DRIVEN CONTACT CENTER SOLUTION
Empowering Healthcare Payers Deliver AI-Led Member Experiences
Services
Ensuring positive member experience requires healthcare payers to adopt channels that can deliver holistic, uninterrupted, empathetic, swift, and hyper-personalized interactions. With Mphasis AI-driven Contact Center Solution, healthcare payers can now offer a truly omni-channel solution that accurately tracks member journey and prevents digital leakage for seamless and intuitive interactions.
Intelligent Conversations Powered by AI
Our AI-driven Contact Center Solutions combines Mphasis’ Next Gen Contact Center (NGCC) solution and Kore.ai’s Conversational AI prowess to deliver positive member experiences from enrollment to claims and beyond.
Mphasis Next-Gen Contact Center (NGCC)
NGCC integrates the best of human and machine intelligence and leverages the best of AI, analytics, and automation technologies to provide unified experiences to members. It helps healthcare payers streamline interactions through a smart AI avatar of the customer service agent, ensuring better agent and member experience, while enabling a 60% reduction in TCO.
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Kore.ai
A conversational AI expert, Kore.ai partners with Mphasis to drive experience transformation with solutions that deliver unified experiences through AI-first contact centers and virtual assistants. With offerings such as HealthAssist - an AI-native and HIPAA-compliant solution that delivers a digital-first, human-like conversational experience, and AgentAssist - an AI-powered intelligent virtual assistant that empowers contact center agents in real-time to deliver extraordinary customer experiences, Kore.ai redefines digital healthcare interactions across the board.
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Contact Center as a Service (CCaaS)
Mphasis AI-driven Contact Center Solutions are tailored for the healthcare payer industry through our Contact Center as a Service (CCaaS) solution. We utilize targeted approaches and devise solutions that address the pain points of payer organizations, reduce reliance on resource intensive, manual tasks, and improve key performance metrics and overall member engagement.
24/7 AI-driven member support: Automated assistance for common inquiries, improving response times and member satisfaction.
HIPAA-compliant, secure communication: Ensuring privacy and regulatory adherence.
Seamless integration with payer systems: Access to real-time claims status, eligibility, and benefits info.
Personalized engagement through advanced analytics: Predictive insights to address member needs proactively.
Scalable AI-powered infrastructure: Handling peak times and enhancing efficiency.
Claims Status Inquiries: AI-driven responses to member claims questions, reducing wait times.
Eligibility Verification: Automated checks for member eligibility, improving speed and accuracy.
Appointment Scheduling Assistance: AI-enabled support to help members book or confirm appointments.