"The problem we are trying to solve is at the call center level. Bringing together thousands of pages of operational documentation, complex processes, tools and diverse systems just through training the agents has led to several challenges."
“Artificial Intelligence & IVAs, in particular, will enable us to create seamless experiences for members and create efficiencies across the organization. With the ability of the technology to continuously learn and improve, we will be able to adapt to new member needs and evolve.”