Customer Service chatbot will support all ASO groups beginning Sept. 4

August 27, 2024

Quickly answering members’ Customer Service questions enables them to confidently make better decisions regarding their health care. In 2022 we launched our Customer Service chatbot to enhance our support for members in fully insured groups, and we expanded the chatbot to support members in some ASO groups in January 2024.

The chatbot is convenient and available 24/7, delivering fast answers to many of the most common questions from members. We’re pleased to announce the expansion of our member chatbot to all ASO groups beginning Sept. 4, 2024 (Previously we stated the chatbot would be available to all ASO groups on Sept. 1. We regret any inconvenience this error may have caused.).

While the chatbot is programmed to answer a wide range of questions, it also enables a warm transfer to customer service professionals (CSPs) during regular customer service hours as needed. Topics most frequently handled by the chatbot include questions about benefits, pharmacy, claims, coverage status and tax forms. By quickly handling less complex questions, the chatbot frees our CSPs to focus on addressing members’ more complicated issues.

The chatbot handled about 12% of members’ Customer Service inquiries with no human intervention. As the chatbot and the Customer Service team continue to learn from inquiries and usage patterns, new features and functionality will be built in to address the highest-priority needs. It’s another way Regence uses data insights to help make health care easier and create a more personalized experience for our members.

The chatbot is accessible to members when they sign in to their Regence accounts via desktop or mobile browser.

Questions? Please contact your account representative.