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Effective URL: https://info.kore.ai/top-health-insurance-provider-florida-blue-offers-visual-ivr-assistance-to-its-members
Submission: On June 26 via manual from US — Scanned from DE
Effective URL: https://info.kore.ai/top-health-insurance-provider-florida-blue-offers-visual-ivr-assistance-to-its-members
Submission: On June 26 via manual from US — Scanned from DE
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We use cookies to allow us to remember you. To find out more about the cookies we use, see our Privacy Policy and Cookie Policy Accept CASE STUDY TOP HEALTH INSURANCE PROVIDER, FLORIDA BLUE, OFFERS VISUAL IVR ASSISTANCE TO ITS MEMBERS THE CUSTOMER Florida Blue serves more than 5 million health care members across the state of Florida. It is an independent licensee of the Blue Cross and Blue Shield Association, offering affordable health insurance to residents and businesses across Florida. CHALLENGE Florida Blue contact center receives thousands of member calls daily to seek help with getting digital ID cards, checking claim status, filling out various forms, and more. The contact center agents spent the majority of their time handling such queries. Additionally, the members had to wait too long in the queue to get assistance, leading to a frustrating customer service experience. The company was looking for a solution to help them automate repetitive member services with self-service guided options. This would help them to enhance customer satisfaction by reducing the wait time and also help free up agent’s time to serve members with more complex needs. SOLUTION To better handle inbound call volume and member queries, the Florida Blue team developed a visual IVR assistant using Kore.ai's Experience Optimization (XO) platform. Florida Blue's numbers speak for themselves with happy contact center agents and customers. IMPACT After implementing the visual IVR assistant in their contact center, the Florida Blue team has witnessed a massive transformation in customer satisfaction and agent productivity. 3X reduction in response and wait time 90% containment rate 1200+ member ID cards delivered per day Read this case study to learn how Florida Blue used Visual IVR Assistant to offer seamless customer service while improving the customer experience with AI-powered Kore.ai solutions. OUR CLIENTS 200+ Fortune 2000 companies Top 4 banks Top 3 healthcare 100M+ Enterprise consumers interact with Kore.ai technology 1M+ Employees use Kore IVAs to automate 1 billion plus interactions across 35+ channels 15%-75% Automate Rates based on use case $1B+ In cost reduction delivered to consumer operations since 2015 READ THE COMPLETE STORY Department*Customer ExperienceCustomer CareDigital TransformationOperationsEngineeringITHealthcareHRExecutiveFinanceLegalMarketingSalesEducationEngineering & TechnicalOtherInformation Technology Country*AfghanistanAland IslandsAlbaniaAlgeriaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBonaireBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBrunei DarussalamBulgariaBurkina FasoBurundiCambodiaCameroonCanadaCape VerdeCayman IslandsCentral African RepublicChadChileChinaChinese TaipeiChristmas IslandCocos (Keeling Islands)ColombiaComorosCongoCongo, the Democratic Republic of theCook IslandsCosta RicaCroatiaCubaCuracaoCyprusCzech RepublicDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEthiopiaFalkland Islands (Malvinas)Faroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHoly See (Vatican City State)HondurasHong KongHungaryIcelandIndiaIndonesiaIranIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKoreaKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyan Arab JamahiriyaLiechtensteinLithuaniaLuxembourgMacaoMacedoniaMadagascarMalawiMalaysiaMaldivesMaliMaltaMartiniqueMauritaniaMauritiusMayotteMexicoMoldovaMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorwayOmanPakistanPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRest of LATAMReunionRomaniaRussiaRwandaSaint BarthelemySaint HelenaSaint Kitts and NevisSaint LuciaSaint Martin (French part)Saint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint Maarten (Dutch part)Slovak RepublicSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth KoreaSouth SudanSpainSri LankaSudanSurinameSvalbard and Jan MayenSwazilandSwedenSwitzerlandSyrian Arab RepublicTaiwanTajikistanTanzaniaThailandTimor-LesteTogoTokelauTongaTunisiaTurkeyTurkmenistanTurks and Caicos IslandsTuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUruguayUzbekistanVanuatuVenezuelaVietnamVirgin IslandsVirgin Islands (USA)Wallis and FutunaWestern SaharaYemenZambiaZimbabweSlovakiaTrinidad and TobagoLaosKosovoIvory CoastMarshall IslandsPalestinian Territory I consent to receive relevant email communication from Kore.ai in accordance with the Privacy Policy and understand I can opt-out at any time. 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