Loading...Loading...September 24, 2024
Quickly answering employees’ Customer Service questions enables them to confidently make better decisions regarding their health care. In 2022, we launched our Customer Service chatbot to enhance our support for employees in fully insured groups. We expanded the chatbot to support employees in some ASO groups in January 2024.
The chatbot is convenient and available 24/7, delivering fast answers to many of the most common questions from employees. We’ve expanded our chatbot to support all ASO groups as of Sept. 1, 2024.
While the chatbot is programmed to answer a wide range of questions, it also enables a warm transfer to customer service professionals (CSPs) during regular hours as needed. Topics most frequently handled by the chatbot include benefits, pharmacy, claims, coverage status and tax forms. By quickly handling less complex questions, the chatbot frees our CSPs to focus on employees’ more complicated issues.
The chatbot handles about 12% of employees’ Customer Service inquiries with no human intervention. As the chatbot and the Customer Service team continue to learn from inquiries and usage patterns, new features and functionality will be built in to address the highest-priority needs. It’s another way Regence uses data insights to help make health care easier and create a more personalized experience for your employees.
The chatbot is accessible to employees when they sign in to their Regence accounts via desktop or mobile browser.
Questions? Please contact your account representative.