Health Plans Deploy AI to Assist Customer Service Representatives During Member Calls

Health insurers, including UnitedHealth Group, are using AI tools to support customer service representatives in real time during member calls. UnitedHealth reports deploying AI in over 1,000 use cases, including chatbots that initially handle customer inquiries and AI assistants that provide guidance to representatives as they speak with members. The technology is operational now. This matters for Medicaid managed care organizations considering similar tools to reduce call handling time, improve response accuracy, and manage administrative costs in member services operations.

Managed Care