...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
Disparate systems merge into a single view for member representatives
REAL-TIME dialogue suggestions, behavioral cues, knowledge surfacing
Best workflow automatically surfaces to resolve member's issue
REAL-TIME transcripts, instant call summary, monitoring, and analytics
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.
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)
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.
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.
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