Loading...Loading...November 15, 2022
When your employees have questions and need customer service help, they want quick answers. We’ve launched a new chatbot on regence.com to quickly deliver answers to the most frequent questions our fully insured members have.
Chatbots are computer programs designed to simulate human conversation, using text or text-to-speech over the internet. As technology advances, chatbots are gaining greater effectiveness and expanded capabilities through artificial intelligence (AI) learning.
Our member chatbot offers quick guidance for a wide range of questions, including:
- Getting a paper or digital copy of their member ID card
- Viewing status of claims
- Viewing details about office visit benefits
- Finding the online Coordination of Benefits form
- Getting direct links to:
- an Authorization to Disclose Protected Health Information form for employees who want to share their information with a loved one or a caregiver
- an employee’s portal account settings page where they can share information with a spouse or access age 13+ dependent information
- an employee’s medical or dental benefits booklet
Getting information about premium payments due, past payments received, and coverage and eligibility status
The chatbot provides employees with personalized service, including directing them to plan-specific content on regence.com that meets their needs so they don’t have to navigate to it on their own. The chatbot can also connect members directly to our Customer Service team. Member chatbot is available 24 hours a day, seven days a week.
Even with the most advanced technology, a chatbot can’t answer every question an employee may have. That’s why employees can select Connect to a live agent any time during a chat session. A Customer Service professional can read the employee’s chat and be ready to address their needs quickly.
As the member chatbot and the Customer Service team continue to learn from employees’ inquiries and usage patterns, new features and functionality will be built in to address their highest priority needs. It’s another way we’re using data insights to help make health care easier and create a more personalized experience for employees.
The chatbot is embedded on regence.com for members of fully insured group plans.
Questions? Contact your account representative.