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Large health plan adopts conversational AI to improve CX metrics.

Large health plan adopts conversational AI to improve CX metrics.

Large health plan adopts conversational AI to improve CX metrics.

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4 Pages

A major healthcare payer struggled with fragmented contact center systems and overwhelming annual call volumes for prescriptions and billing, causing severe staffing strains and lengthy member hold times. To resolve this challenge, Cognizant modernized their Genesys contact center platform and enabled conversational AI using Kore.ai technology. Cognizant software helped automate routine inquiries and streamline member interactions, achieving an impressive 88.8 percent intent recognition rate, a 70.4 percent authentication rate, and a 34.4 percent self-service containment rate. This digital transformation successfully reduced agent workloads, eliminated frustrating bottlenecks, and delivered a seamless, efficient service experience.

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