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Virtually Speaking

Making sense of the healthcare exchanges

Posted by Mitch Rickman on Jun 4, 2013 12:00:11 PM


The launch of the Affordable Care Act’s health insurance exchanges is quickly approaching, and 22–30 million people will soon be flocking to their state health exchanges with questions and concerns. But how can an industry that is so well known for its poor customer service keep up with the demands of this rapid influx of new customers?

The average person isn’t going to have the time or patience to meticulously research each and every healthcare plan to determine what is best for them and their family, and the fact of the matter is that users are going to have questions, and lots of them. But where are they going to get answers?

Most people are going to look online for answers, but studies show that 57% of people are not able to find what they are looking for online and are forced to either call or seek some other means of contact in order to get the information they need. But this isn’t necessary.

How do we give users the information they need to make an informed decision?

Virtual health assistants (VHAs) provide the means to properly educate users. So, in terms of signing up for a healthcare package, the VHA is able to guide a user step by step through picking benefits, coverages, adding family members to a plan and anything in between.

VHAs use the power of natural language understanding to not only answer user questions, but also provide them in depth information and useful insight. The user simply has a conversation with the VHA on their computer, smart device or even an on-location kiosk.

The following Next IT webcast with guest Dr. Thomas Morrow explains how VHAs are ready and able to take on a major role in healthcare exchanges.

By themselves, health insurance exchanges are going to be a nightmare for the average person. People are going to need a personalized experience to get through selecting a plan that is catered to them, and virtual health assistants are able to provide that.

Topics: Healthcare, Intelligent Virtual Assistants (IVA)