Improve experiences for your reps and members

Increase agent performance, boost member satisfaction, reduce costs, and empower your member services workforce to turn experience into a competitive advantage with collaborative intelligence.

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67%

of Americans had a negative healthcare experience

(Source: Accenture)

32%

of consumers say phone calls are the most frustrating customer service channel

(Source: Alvaria)

42%

of healthcare leaders rank staff engagement and retention as the #1 challenge for their CX

(Source: Genesys)

The healthcare member experience is broken

...fix it by combining human intuition with machine intelligence

Enable better consumer and member experiences, reduce costs, and simplify processes by making experiences more personalized, frictionless, confident, and insightful across member channels.

Minerva CQ is a collaborative intelligence platform that enables healthcare member representatives to leverage AI in real-time during conversations in voice and digital channels to...

...enhance customer service in various stages of the member journey

Frictionless engagement

Disparate systems merge into a single view for member representatives

Personalized interactions

REAL-TIME dialogue suggestions, behavioral cues, knowledge surfacing

Confident workforce

Best workflow automatically surfaces to resolve member's issue

Insightful data

REAL-TIME transcripts, instant call summary, monitoring, and analytics

Frictionless engagement

Relevant data (claims, EHR, billing, CRM, shipping, etc) is automatically pulled (in real-time) from disparate systems and populates the member representative's screen during the conversation.

Personalized interactions

Minerva CQ coaches member representatives by surfacing up contextual customer information before the interaction and further guiding them with real-time dialog suggestions, behavioral cues, and knowledge surfacing (like articles, videos, and forms)

Confident workforce

Member representatives use dynamic journey guides (AI-workflows) that constantly adapt to members' utterances and sentiment throughout the conversation to resolve members' issues faster and with more confidence.

Insightful data

Every call is transcribed in real-time providing for instant insights, sentiment detection, and compliance. These transcripts (call and chat) can be further leveraged with business intelligence tools for deeper analytics. Instant call or chat summaries are made available to the member representative and supervisor immediately after the interaction.

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Better experiences for your reps and members

During the call

Contextual data and sentiment detection make reps aware

Data is pulled automatically from different systems via natural language

AI identifies intent and triggers the optimal workflow

Real-time call transcription and analytics:

gauges sentiment for both member and rep
improves compliance and rep training
captures true voice of the customer insights

After the call or chat

Instant call and chat summary appear immediately after the interaction:

passive NPS and CSAT captured for all interactions
sentiment progression of the conversation displayed
activity and decisions made during the interaction are listed

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