Healthcare Insurer Optimizes Their Call Center with Skan AI

Skan AI's process intelligence platform provided valuable insights into opportunities to improve agent productivity by analyzing average handle time (AHT) in addition to ACW. By examining time spent in core applications versus other applications, the client was able to identify opportunities to optimize workflow.

Their intent-level analysis of call types revealed redundant activities that could be automated or eliminated. With a data-driven approach, Skan AI identified areas where agents can work smarter, not harder, boosting efficiency and customer experience.

The deep dive highlighted actionable insights to streamline processes, reduce effort, and empower agents to focus on high-value interactions. 

Skan AI's insights empowered the insurer to identify key use-cases for implementing AI-based solutions, resulting in significantly enhanced operational efficiency. The introduction of auto call documentation enabled them to reduce manual efforts, allowing agents to concentrate on resolving customer issues faster, resulting in improving the overall customer experience.

By centralizing data access, Skan AI's solutions streamlined information retrieval, reducing call handling times and increasing accuracy. Skan AI gave this leading healthcare insurer a live view of every activity across adjudication, billing, and member support, enabling operations leaders to reduce costs and raise efficiency across the function.