eHealth, Inc. unveiled new AI-based voice, non-licensed agents on April 30, 2025, designed to streamline the health insurance plan selection process. This initiative marks a significant step in eHealth's multi-year strategy to leverage AI for an enhanced consumer experience.
The AI-powered voice agents began by handling incoming Medicare calls during after-hours, effectively reducing wait times for consumers. These agents conduct preliminary needs assessments, gather demographic information, check initial eligibility, and communicate necessary disclosures.
A pilot program, launched earlier in 2025, demonstrated tangible benefits, including a 10% increase in call center productivity and a 15% increase in conversion rates for calls handled by AI agents. Customer feedback has been positive, with 60% of callers rating their experience as exceptional, leading to the expansion of AI agents to assist with business-hour calls on a pilot basis.
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