eGain, the leading provider of cloud-based customer engagement solutions announced that a leading Florida health insurance carrier selected eGain AI knowledge for customer service.

Health insurance customer service can be challenging because of its complexity and ever-changing regulatory landscape. Per Forrester’s Health Insurers CX Index for 2018, only 56% of customers feel they can get help from health insurers when they need it and that employees know how to solve their issues quickly.

The company’s customer service organization not only serves members, but also insurance agents, employers, and providers. Looking to improve metrics such as First-Contact Resolution (FCR) and Average Handle Time (AHT), while reducing agent training time, the carrier made it a priority to arm its advisors with AI Knowledge across omnichannel touchpoints. eGain was selected over multiple competitors for its comprehensive product capabilities, domain expertise, and positive results from its risk-free production pilot—eGain Innovation in 30 Days™.

Contact centre agents will use eGain Knowledge to provide service in English and Spanish, answering questions on topics such as plans, enrollment process, payment, and reconciliation. The service organization also plans to extend the deployment to customer self-service.

About eGain

eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit http://www.egain.com.