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Watson Assistant for Health Benefits will be made available to Humana’s 1.3 million medical members and 1.8 million dental members. The service provides quick and accurate information about benefits, coverage, claims, referrals, and healthcare costs for members, agents, and employer-customers.
Overall, the solution enhances interaction between Humana and its members, personalizing each answer to the Humana member based on their active or future health plan.
“Navigating our health coverage without the right support can potentially serve as a barrier to care. An AI-enabled conversational agent that is trained to understand health plan benefits logic can play a role in helping to simplify complex or possibly confusing plan information,” Paul Roma, general manager at IBM Watson Health, said in the announcement.
“We are proud to support Humana in leading the effort to deploy conversational AI to help enhance and improve the consumer experience,” Roma continued.
Watson Assistant for Health Benefits will help many aspects of the Humana Employer Group member benefits experience.
For example, the service will help to rapidly and accurately address personal questions from members, as well as assist Humana employees and call center personnel to answer questions.
This will help to free up time for customer care representatives.
Additionally, Watson Assistant for Health Benefits will use historical claims and provider data to calculate personalized cost estimates for medical services, IBM Watson stated. This will help Humana members better manage their healthcare spending.
Overall, the companies will work together to create a cloud-native AI platform powered by IBM Watson with the AI assistant platform.
“Humana is excited to team up with IBM Watson Health to help our employer-customers and their employees better manage their healthcare benefits and costs through a more innovative, personalized experience,” said Chris Hunter, segment president of Humana’s group and military business.
“By harnessing the power of artificial intelligence fused with embedded analytics in the Watson Health platform, we can help our employer-customers, members, agents and broker partners enhance their knowledge so they can all make more informed decisions,” Hunter continued.
AI has been a key driver in IBM Watson’s partnerships over the years.
IDC, a market intelligence firm, predicted that enterprises that are powered by AI will be able to respond to customers, competitors, regulators, and partners 50 percent faster than those not using AI by 2024.
To that end, IBM Watson launched its Think Digital Conference last May.
Think Digital Conference is a range of new AI-powered capabilities and services that are designed to help CIOs automate their IT infrastructures to combat future disruptions and to help reduce costs.
IBM launched IBM Watson AIOps as part of the Think Digital conference, which uses AI to automate how enterprises self-detect, diagnose, and respond to IT anomalies in real-time.
Watson AIOps allow organizations to introduce automation at the infrastructure level to help CIOs predict and shape future outcomes, focus on higher-value work, and build more responsive and intelligent networks that can stay up and running longer, IBM stated in the May announcement.
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