Health Insurer Cuts Costs and Improves CX with Unified Digital Engagement

Delivering seamless digital experiences requires connected customer service across every interaction. Discover how a leading U.S. health insurer partnered with HCLTech and Microsoft to unify its virtual assistant, live chat and customer relationship management (CRM) systems into a single digital engagement experience.

Learn how intelligent automation increased self-service adoption, streamlined member interactions and reduced operational costs through platform consolidation and enhanced digital support.

Key Takeaways:

• Unify virtual assistants, live chat and CRM into one digital experience
• Deliver more than 80,000 automated member interactions each month
• Increase self-service adoption with a 30% completion rate
• Improve member experiences through connected digital engagement
• Reduce costs with automation and vendor consolidation
• Streamline customer service with an integrated AI-powered platform