Business Context
The insurer relied heavily on call center agents to answer patient queries, resulting in long wait times, high operational costs, and difficulty delivering consistent information at scale.
Execution Strategy
Built and integrated an AI-powered chatbot for patient support, capable of handling policy questions, appointment reminders, claim status checks, and FAQs. The chatbot was deployed across web and mobile touchpoints, reducing the need for manual calling while ensuring patients received timely, accurate information.
Measured Impact
The chatbot helped the insurer cut inbound support calls significantly, reduce manpower dependency, and make it easier for patients to get instant answers to insurance and treatment-related questions.
