HealthPlanOne Handles Medicare Enrollment Spikes With 0-Second Hold Times Using Voice AI Agents
HealthPlanOne helps connect customers to insurance plans, including Medicare. Their mission is finding the right plans to fit each customer’s specific needs. Year after year, they stay available to make sure customers are still satisfied with their plans, or to find new solutions when life changes call for them.
"We can expand our capacity by having a voice agent. It’s more personalization than anything else and understanding who the customer to help service them better."
Voice AI agents let HealthPlanOne answer every callback, even during Medicare enrollment spikes, while keeping customer satisfaction high.
*Regal platform data
Before deploying AI agents, HealthPlanOne already ran its contact center on Regal and used outbound dialing to connect with incoming leads. That worked, but it created a new problem: more callbacks than the team could answer. Medicare enrollment brings massive spikes in call volume, which makes the gap hard to close with people alone.
“We were getting a lot of callbacks that we weren’t able to field, due to certain capacity constraints,” said Evan Harris, Chief Marketing Officer at HealthPlanOne. The company needed a way to answer every callback, whatever the volume.
HealthPlanOne deployed a voice agent to field the callbacks its team couldn’t get to. “We noticed a level of efficiency associated with that,” Harris said. The AI agents helped HealthPlanOne reduce costs and improve efficiency.
HealthPlanOne was already running its contact center on Regal, so voice AI was a natural next step. Regal gave HealthPlanOne the ability to have:
- An AI agent that works out of the box and that their own team can build and manage
- A standard compliance script, plus knowledge and guardrails that keep the agent on message
- Reporting that shows what to adjust, so the agent keeps improving
- Unlimited capacity to answer callbacks, even at peak volume
Before deploying AI agents, HealthPlanOne already ran its contact center on Regal and used outbound dialing to connect with incoming leads. That worked, but it created a new problem: more callbacks than the team could answer. Medicare enrollment brings massive spikes in call volume, which makes the gap hard to close with people alone.
“We were getting a lot of callbacks that we weren’t able to field, due to certain capacity constraints,” said Evan Harris, Chief Marketing Officer at HealthPlanOne. The company needed a way to answer every callback, whatever the volume.
HealthPlanOne deployed a voice agent to field the callbacks its team couldn’t get to. “We noticed a level of efficiency associated with that,” Harris said. The AI agents helped HealthPlanOne reduce costs and improve efficiency.
HealthPlanOne was already running its contact center on Regal, so voice AI was a natural next step. Regal gave HealthPlanOne the ability to have:
- An AI agent that works out of the box and that their own team can build and manage
- A standard compliance script, plus knowledge and guardrails that keep the agent on message
- Reporting that shows what to adjust, so the agent keeps improving
- Unlimited capacity to answer callbacks, even at peak volume
Compliant and on message. Every Regal AI agent comes with configurable guardrails, so teams in highly regulated industries can serve their customers while staying compliant. “From an [customer] acquisition perspective, we have a standard script that we need to deploy from a compliance perspective, but also, we give it knowledge and guardrails to make sure that it doesn’t say the things that it’s not supposed to,” Harris said.
Continuous iteration. Reporting shows the team where to improve their AI agent. “Those learnings come out through some of the reporting that we have available to us, and so it’s very iterative,” Harris said. That creates a learning and improvement loop, so the agent gets better over time.
Capacity when it matters most. HealthPlanOne handles a high volume of calls that are both high stakes and time sensitive. One customer called in urgently needing to reach their agent, who was tied up with another customer. The AI agent kept trying to reach the agent until it got through, and the customer got an appointment scheduled in a timely manner. “That unlimited capacity, if you will, helped serve that customer,” Harris said.
Harris sees the AI agent workflow as broad enough to scale across the business. “As long as we are solving the problem of getting people on the phone that have submitted an inquiry via one of our owned and operated sites as fast as possible, we will have more efficiency in all of our other downstream KPIs,” he said.
After seeing the initial efficiency gains, HealthPlanOne repurposed a version of the callback agent for its inbound calls. “We can expand our capacity by having a voice agent, so it’s more personalization than anything else and understanding who the customer is as a way to help service them better,” Harris said.
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