March 18, 2014

Reflecting a need for better customer experience in health insurance, Blue Cross Blue Shield of Kansas City (Blue KC) has implemented the Virtual Agent technology platform from IntelliResponse. The solution will boost enterprise digital self-service and knowledge management functions for the insurer.

With the onset of the Affordable Care Act, Blue KC anticipates an influx in customer inquiries. In addition to its upcoming website redesign, the insurer chose to launch the IntelliResponse self-service and customer engagement software, which provides a singular knowledge platform that stores group and individual account information. Members can use IntelliResponse to ask questions related to billing, policy or insurance coverage and receive an immediate response.

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“We want to ensure users can quickly and easily navigate to find the information they seek,” said Deb McCabe, department VP of customer experience at Blue KC, in a statement. “The IntelliResponse Virtual Agent solution will help us respond to the changing interests and needs of our customers.”

In coming months, Blue KC plans to customize answers to inquiries according to policyholder demographics and add an “Ask Us” tool to its customer portal and mobile website.

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Kelly is an associate editor for Insurance & Technology. Prior to joining InformationWeek Financial Services, she was a staff writer for InformationWeek and InformationWeek Education. Kelly has also written for trade ...