This case study describes how a US-based healthcare agency enhanced member engagement and operational efficiency with an AI-powered health assistant. The agency, with decades of experience in medical record retrieval and underwriting analysis, sought to provide always-on support for users outside traditional care hours. The goal was to build a reliable chatbot that could handle health maintenance requests, answer common questions, and guide users toward appropriate healthcare professionals. Serving as an intermediary between users and care providers, the AI assistant improved accessibility, reduced manual workload, and enabled more responsive, guided interactions while supporting better follow-up and care coordination.

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