Vox started with my parents

Five years ago, my parents turned 65 and were thrown into the Medicare maze. They had to choose one out of 50 plans available to them. They talked to one agent, then another, then another. They spoke to ten agents before they found one they trusted and who "knew his stuff."

I saw this and thought, "seniors deserve better." Seniors deserve a broker that treats them as they would their own parents. So I started Fair Square, a customer obsessed brokerage. Fair Square is nationwide, works with 15,000 seniors, retains 90% of its clients annually, and has an NPS score of 95. By comparison, most brokerage retain 50% of their customers annually, and have an NPS score of 30.

I come from a software background, and along the Fair Square journey, I kept asking, "how can we build software that brings the Fair Square experience to every senior in the United States?"

For most of the Fair Square's history there wasn't a good answer to this question because, frankly, the software didn't matter. Most Medicare Sales are done over the phone, and if you have a great agent, you'll get on the right plan. If you don't, you won't.

But now - with the advent of AI - this is all going to change. AI can handle the non-licensed roles in a Medicare call center. Roles like screening leads for agents, activating benefits after enrollment, answering calls from members, and calling members to deliver supplemental benefit usage and ANOC notifications.

An AI agent in these cases is almost always better than a human one. And we've proven it at Fair Square, where we've implemented an AI screener. Imagine how great a member experience AI would be. You call your carrier to arrange a car to take you to the doctor. Instead of a twenty minute ordeal where you wait on hold and are transferred five times, you get an instant pickup. You tell the AI where you're going, and it tells you when to expect the car. Done in three minutes.

AI also provides an opportunity to deeply understand what is happening in your call center. Vox audits every single call and can tell you what percent of your callers are frustrated, asking about a competitor, or asking about Part-B giveback.

The Vox platform can pick out agents who are making suboptimal plan recommendations and provide them with real time coaching.

Vox is the future interface between beneficiaries and Medicare distributors and carriers. Schedule a demo to learn more.