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Codebaby has developed Intelligent Virtual Assistant technology into a “virtual coach” in the form of an avatar. Our “virtual coach” educates, guides, and assists users through complex web interactions; engaging consumers and patients when they need it most. Read this guide to learn more.
Intelligent virtual assistants are quickly being acknowledged for their critical optimization, brand
engagement, and ﬁnancial value. They enable consumers to efﬁciently accomplish their online
goals by facilitating decision support during beneﬁts selection and enrollment, ﬁlling out forms or
applications, or managing health assessments and online tools.
Health insurance organizations, employers, and eHealth technology providers are integrating virtual
assistants as a core piece of technology to enhance the healthcare consumer experience, increase
efﬁciencies, boost voluntary beneﬁts enrollment, energize mobile engagement, and improve
wellness participation rates. In fact, according to Gartner, by the year 2015, a virtual assistant will
be a standard component of online interactions2.
Codebaby has developed Intelligent Virtual Assistant technology into a “virtual coach” in the form of
an avatar. Our “virtual coach” educates, guides, and assists users through complex web
interactions; engaging consumers and patients when they need it most.
a CIVA Guide | 2
According to Towers
behaviors has been a
major obstacle for many
companies. Above all,
the lack of employee
engagement is cited by
57% as the biggest
obstacle to managing
1 Towers Watson and National Business Group on Health, “Performance in an Era of Uncertainty, 2012 Employer Survey on
Purchasing Value of Health Care”, Towers Watson, 2012 (http:// www.towerswatson.com/assets/pdf/6556/Towers-Watson-
2 Johan Jacobs, “Key Considerations for Virtual Assistant Selection”, Gartner, July 29, 2010 (http://www.gartner.com/id=1412520)
public and private exchanges
Consumers want a “guided” shopping experience.
Health exchanges, either private or public, provide consumers, individuals and families, a
way to compare and buy health insurance. In general, exchanges are designed to:
‣Create a competitive marketplace.
‣Inform consumers and improve cost transparency.
‣Offer affordable health insurance and wellness choices.
‣Ensure transactional ease and efﬁciencies via eHealth technology improvements.
Both private and public exchanges carry unique strengths and varying structures that appeal to
individuals and employers alike. According to Booz & Company research3, public exchanges give
plan access to subsidized populations and small businesses while private exchanges offer
extensive design packages and beneﬁt choices. Regardless of exchange type, they found
employers and consumers desire “guided” support, product recommendations, and real-time
administrative support via chat or phone.
The beneﬁts advisor intelligent virtual assistants provide the guided support consumers want
through several methods. For example, it assists employers when selecting beneﬁts offered to their
employees on the exchange or when making decisions based on a deﬁned contribution plan.
Additionally, it drives users to complete forms such as banking information and HSA applications.
And because of real-time support, health exchange providers and payers experience a decrease in
calls and reliance on chat and email creating additional efﬁciencies and a more satisfying beneﬁts
a CIVA Guide | 3
Click here to watch this beneﬁts advisor
highlight and educate the customer through
the daunting insurance selection process.
Click here to watch Lina help an enrollee
apply for health insurance on a public
3 booz&company., “The Emergence of Private Health Insurance Exchanges Fueling the “Consumerization” of Employer-
Sponsored Health Insurance” 2012 (http://www.booz.com/media/uploads/BoozCo-Emergence-Private-Health-Insurance-