The Vox Platform
Medicare Advantage distributors and carriers win through:
Sales - Matching insurance products to the right beneficiary at sale
Member Experience - Providing a delightful product experience so that beneficiaries stay with it.
Product Design - Designing differentiated and appealing products
In the status quo, each of these functions face one or several of the following challenges:
Lack of quality employees to execute
Lack of real-time data to analyze and improve execution
Several concrete symptoms of the above are:
Sales agents spend significant time talking to non-qualified leads
Beneficiaries calling member experience lines often wait on hold, and are transferred between departments and companies.
Plan design teams can only analyze a small percent of sales call transcripts to design new plans for the following year. This is like trying to observe a painting in a dark cave using a penlight.
The challenge common to all of the above is a dependence on humans to produce and analyze voice. Not anymore.
Vox is the first platform for Medicare entities to use Al to analyze and produce voice, 10x'ing the outcomes generated by sales, member experience, and product design teams.
It's three pillars are:
Al Voice agents
A screener to qualify leads before transferring them to agent
A member experience agent to instantly pick up, answer questions about plans, and act as an interface to supplementary benefits
A surveyor to call the beneficiary, ask them about their plan experience, and remind them of the supplementary benefits
Insight
Al transcription and auditing of all calls, human and Al, within your organization. Using ranked-RAG and LLMs we create a "Google-like" interface to your call data. Given all or a subset of call data, we enable you to answer arbitrary questions. For example:
Sales
Show me calls where a client is frustrated.
What are the top three reasons clients are frustrated?
Characterize the types of leads that are calling in? What percent have intent to buy and are cogent?
Member Experience
What is my resolution rate?
What is average time to resolution?
Product Design
What is that rate at which a lead brings up a competitor? What are the top three competitors they bring up and the rate of each?
What supplemental benefits do leads bring up?
Coaching
For humans based on insight. For example:
Sales See close rate and objection rate by agent. Give real time feedback on poor objection handling with examples of better agents successfully handling
Member Experience Give real time feedback on any incorrect data provided to client
Email daniel@fairsquaremedicare.com to learn more about Vox.
