Choosing the right health insurance plan deeply affects the quality and affordability of a member’s care, and helping members choose the right plans and make the right care decisions is a genuine competitive differentiator for healthcare payers. Our client, a leading player in the US insurance space, wanted to implement a “Smart Search” experience within its member portal, using AI to deliver a genuinely enhanced user experience rather than the generic search most members were used to. Getting there meant offering intuitive, context-aware search results that gave members quick access to relevant healthcare resources, along with round-the-clock, personalized support that didn’t rely entirely on live representatives. The client needed a way to optimize operations by automating routine tasks and reducing workload, while still using member interactions to inform smarter decision-making and more tailored services, ultimately boosting satisfaction and loyalty through support that felt personal and instant.
Ascendion engineers partnered with the client to map the member’s journey and identify areas of improvement, transforming the member experience with a new self-service portal built around advanced, AI-driven search that delivers intuitive, contextually-aware results. That capability enhanced the overall user experience while enabling efficient self-service and reducing the need for support from live representatives.
The solution used data-driven insights to optimize content for up-to-date, relevant healthcare resources, offering tailored support for each member’s unique needs and engaging them with relevant information to create a genuinely interactive and personalized experience. Member data was used to enhance services and provide tailored experiences, increasing cost-efficiency by automating tasks and reducing operational expenses, while enabling more informed decisions and better-tailored services based on real member insights.
Tech Stack:
Delivered a 25% increase in customer satisfaction.
Achieved a 30% reduction in support demands by empowering members to self-serve effectively.
Delivered 15% better support through more informed decisions.
Enabled the system to analyze search behavior for ongoing content improvement, leading to a more informed and empowered member base.
Reduced wait times and enhanced operational efficiency.
Lowered support costs and optimized resource allocation.
Supported informed decisions and service optimization through a 10% improvement in data-driven insights.
