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Humen

Humen

Agent framework by Humana Inc.

Transforming healthcare interactions, Humana's AI agent powered by IBM Watson revolutionizes provider communication by delivering instant, accurate support while significantly reducing administrative costs and enhancing overall efficiency.

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www.ibm.com/case-studies/humana

Humana's AI agent is an advanced solution developed in partnership with IBM Watson, specifically designed to enhance the interaction between healthcare providers and Humana's services. This tool is a crucial element of Humana's Provider Services Innovation (PSI) initiative, which aims to minimize expensive pre-service calls while improving the overall experience for healthcare providers. By utilizing cutting-edge AI technology, the agent enables efficient communication and access to essential information, ultimately transforming the way healthcare providers interact with insurance services.

Features

The AI agent boasts a range of features that cater specifically to the needs of healthcare providers, significantly enhancing efficiency and user experience. Below is a detailed overview of its capabilities:

Feature Description
Conversational Voice Agent with Watson Integrates multiple Watson applications in a single assistant, utilizing Watsonx Assistant for Voice on IBM Cloud.
Speech Customization Employs seven language models and two acoustic models, achieving 90%–95% accuracy in sentence recognition.
Automated Inquiries Handles inquiries about health plan benefits and eligibility without human intervention.
Routine Queries Addresses over 60% of routine inquiries, reducing call transfers to human agents.
Self-Service Capabilities Allows administrative staff to access patient insurance information quickly, completing inquiries in about two minutes.
Cost Savings Handles inquiries at a cost significantly lower than existing IVR systems, with a higher response rate.
Enhanced User Experience Receives positive feedback, handling over 7,000 calls per day from 120 providers.
Customization and Training Improvements driven by custom training to better understand healthcare terminology.

Use cases

The AI agent can be employed in various scenarios to enhance healthcare provider interactions:

  • Streamlining Eligibility Checks: Providers can use the AI agent to quickly verify patient eligibility for services, reducing the time spent on calls to customer service.
  • Efficient Benefit Inquiries: The agent can provide immediate responses to questions regarding health plan benefits, allowing providers to access crucial information without delay.
  • Reducing Administrative Burden: Administrative staff can leverage the AI agent for self-service inquiries, freeing up time for more complex tasks and improving overall efficiency in the office.
  • Continuous Improvement of Services: The feedback mechanisms allow Humana to adapt the AI agent based on user experience, leading to ongoing enhancements in service delivery.

How to get started

To begin utilizing Humana's AI agent, interested healthcare providers can reach out directly to Humana for more information on implementation and access. Additional resources, including guides and tools for building and tuning the AI agent, are also available through the IBM Watson Expert Services Lab team. This ensures that providers can effectively integrate the AI solution into their existing workflows and enhance their service delivery.

Pricing Information for Humen AI Agent

The pricing for the Humen AI agent from Humana Inc. is not available.