Humana leverages artificial intelligence for customer service

About 200 Humana call center agents are now using artificial intelligence software to enhance customer service, according to the Wall Street Journal.

The software, developed with tools from Cogito Corp., has been trained to detect conversational cues, like a customer speaking quickly, sounding tense or speaking over the agent. Call center agents will then receive an electronic alert with suggestions for how to proceed. These suggestions might include speaking less or changing their tone of voice. Eventually, Humana hopes the AI software will be able to predict customer behavior.

"We want to know what the consumer is going to do before they do it, so it feels like we know them," Geeta Wilson, director of consumer experience at Humana, told the Wall Street Journal.

More articles on health IT:
Vocera acquires Extension Healthcare for $55M
Text messages help pediatric practices keep new parents on schedule
Medtronic launches Android app for diabetes monitoring

© Copyright ASC COMMUNICATIONS 2020. Interested in LINKING to or REPRINTING this content? View our policies by clicking here.


Featured Webinars

Featured Whitepapers