Case Study
Florida Blue
Industry: Healthcare
Geography: North America
Business Problem:
Member company of Blue Cross Blue Shield, Florida Blue offers affordable health insurance to individuals, families, and businesses.
The members call 1-800 numbers to get various services in their preferred language – English or Spanish. Agents spend significant time on answering queries related to member ID cards, claims status, and guiding members in filling up various forms.
The members have to wait too long in the queue to get guidance on getting a digital member ID card or to fill up basic forms.
The company needed a solution that could help members by answering their common queries as well as freeing up agents from routine tasks.
Solution: Florida Blue team with the help of Kore.ai team developed a Visual IVR assistant that helps members both in English and Spanish language. The IVR assistant authenticates members with secret questions and then if the query is related to the member ID card or form fill, the IVR assistant sends a SMS. It continues to guide the member over IVR on how to download the digital ID card or fill up the form across multiple channels in both voice and digital. The service is accessible on the company’s 1-800 number.
This omnichannel deployment gives members access to information they need without engaging with a live person.
Business Benefits:
- 1,000+ digital cards or claim forms processed daily by the visual IVR
- 3x reduction in wait and response times with 24x7 service availability
- the visual IVR solution has achieved over 90% containment rate without needing to transfer to a live agent
Daniela Doherty shares an example of how Florida Blue's IVR system wasn't meeting customer expectations. The promise of having your digital ID card posted to you in 7 days was long enough for customers to forget after 3 days. The result? They called back.
Instead, implementing a #conversationalai assistant with Kore.ai, in combination with issuing a digital ID card, enabled the healthcare company to serve every application automatically and issue the required ID card immediately. This took the process from 7 days to less than 7 minutes and, today, it issues over 1,000 digital ID cards per day!
