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WEBINAR

Enhancing Member Experience: Leveraging Conversational AI and Automation for Frictionless Customer Journeys and Optimized Transactions

In today’s fast-paced, digital era, health insurers who fail to deliver seamless, efficient member interactions put themselves in serious jeopardy. In fact, health insurance executives anticipate a decline in profits by 25-75% by 2027 if no changes are made. Fortunately, conversational AI and automation can reverse this trend by empowering organizations to meet evolving member expectations. 

This webinar will explore how conversational AI and automation can optimize self-service and agent-led conversations. By automating transactional interactions and increasing self-service capabilities, organizations can deliver a smooth. frictionless member experience that boosts member satisfaction and engagement—key components projected to determine 57% of overall STARS ratings in 2023.

Join us to expore:

  • Streamlined Self-Service: Empower members to find care, understand benefits and pricing, and perform routine transactions
  • Frictionless Customer Journeys: Reduce friction during agent interactions with real-time emotion, sentiment and intent analysis
  • Continuous Improvement: Drive CX improvements and process enhancements with ongoing conversational analysis

Deepan Vashi

EVP & Global Head of Health Plan Solutions at Firstsource

Deepan has a strong overarching 27+ years of experience in the healthcare industry with Payer, Providers and PBMs. He heads the Solutions and Strategy team for the Health Plans and Healthcare Services business at Firstsource. Deepan has the expertise and runs a team focused on designing solutions through Human-centric Service Designs, Analytics, Intelligent Automation, AI/ML, Process Mining, Execution Management Systems, Process Digital Twin and Blockchain.

Helena Chen

Sr. Product Marketing Manager at Uniphore

Helena Chen has more than 10 years of B2B marketing experience leading go-to-market strategies for fast-growth tech startups. As the senior product marketing manager at Uniphore, she brings industry expertise in conversational AI and a passion for connecting customers with transformative technologies. Helena holds a BA in English from UC Irvine and an MBA from Carnegie Mellon University.

Anshul Mohan

Regional VP - Solutions at Uniphore

Anshul has more than 20 years of Process Consulting, Automation, and Outsourcing experience. He has worked on transformation initiatives for large enterprises across multiple industries. Anshul is an Industry Principal with Solution Strategy team at Uniphore. He is leading the development of healthcare solutions on Uniphore platform. Prior to Uniphore, Anshul worked with Accenture, Infosys and Automation Anywhere.

About Uniphore

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

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