Becker's Healthcare July 9, 2024
To enhance its customer service, Blue Cross Blue Shield of Illinois is looking to artificial intelligence.
Greg Brown, chief customer service officer at BCBS Illinois, recently sat down with Becker’s to explain the insurer’s approach to member expectations. The insurer was recently named the best plan for customer service in Illinois and Indiana by J.D. Power.
Mr. Brown said an AI program coaches customer service employees while they are on the phone with members. The program uses sentiment analysis to pick up what a member is saying, and prompt employees to offer more helpful responses.
The prompts supplement the coaching employees receive from their managers, Mr. Brown said. The insurer’s investments in AI are designed to enable...
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