eHealth announced on November 12, 2025 that its AI‑powered voice agent Alice will now support post‑enrollment and general service calls for Medicare Advantage beneficiaries, expanding the agent’s role beyond initial enrollment support. Alice was launched earlier in 2025 and has already proven effective in answering routine inquiries during the Annual Enrollment Period.
Alice can provide real‑time information on application status, ID card delivery, billing contacts, and do‑not‑call requests. In pilot tests, the agent achieved a 100% after‑hours answer rate, earned an “exceptional” rating from 77% of callers, and increased purchase interest to 30.9% versus 24.4% for human screeners. A recent eHealth survey found that 50% of Medicare beneficiaries would be interested in AI assistance if it improves efficiency.
The expansion is part of a broader AI strategy aimed at streamlining the enrollment funnel, improving customer experience, and reducing call‑center costs. By automating routine inquiries, Alice frees licensed agents to focus on complex cases, giving eHealth a competitive edge over brokers that rely solely on human agents. The omnichannel platform already serves more than 180 carriers, and the new capabilities position the company to scale during peak periods such as the Annual Enrollment Period.
Financially, eHealth reported Q3 2025 revenue of $53.9 million and a GAAP net loss of $31.7 million, an improvement from the prior year’s $42.5 million loss. The company’s focus on cost discipline and AI efficiencies is expected to help narrow the loss margin and support future profitability. The AI expansion is projected to deliver cost savings by reducing the volume of routine calls handled by licensed agents, thereby lowering labor costs and improving operational leverage.
Looking ahead, eHealth plans to extend Alice’s capabilities to other health‑insurance products, broadening its digital service offering. Chief Digital and AI Officer Ketan Babaria emphasized that AI “plays a key role in streamlining how beneficiaries shop for and use their Medicare Advantage plans” and that the agent “helps facilitate a faster and more seamless shopping and support experience.” The initiative aligns with the company’s focus on cost discipline, customer‑centric innovation, and market‑share growth.
The announcement signals eHealth’s commitment to AI‑driven customer service, positions the company for scalability during enrollment peaks, and underscores its strategy to reduce call‑center costs while enhancing beneficiary experience.
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