Leading Health Plan Elevates CSAT by 12% With Conversational AI During Annual Enrollment
Leading Health Plan Elevates CSAT by 12% With Conversational AI During Annual Enrollment
Industry
For a U.S. Fortune 500 health plan, the Annual Enrollment Period (AEP) - critical for retaining existing members and attracting new ones to support growth and long-term viability - raised the stakes for agent knowledge and operational capacity. ResultsCX deployed Rubraik Assist to put accurate, context-aware guidance directly into the agent workflow, paired with Rubraik Analyze to turn interaction data, quality audits, and CSAT feedback into targeted, weekly performance action.
The Results:
15%
higher accuracy scores while meeting the speed-to-proficiency target in the first month
12%
greater customer satisfaction in the first month, with continued gains in months two and three
One-minute reduction in AHT in the first month, with further gains in the two subsequent months
Reduced after-call work and shorter hold times alongside increased accuracy
The Challenge
For managed Medicare health plans, AEP is the period that determines whether members are retained and won, and every interaction, grounded in accuracy and empathy, shapes plan choice. For this Fortune 500 client, the season raised the bar on agent knowledge and operational capacity all at once. New hires needed an expedited path to proficiency, agents across the floor needed to navigate complex member support needs, and average handle time had to come down – all without compromising the authenticity of care that members expect during high-stakes enrollment decisions.
The Solution
ResultsCX deployed two Rubraik Suite capabilities together rather than treating knowledge and performance separately. Rubraik Assist delivered concise, relevant guidance inside the agent workflow at the moment of need, streamlining agent actions and freeing agents from hunting through the knowledge–base so they could build rapport with members. Rubraik Analyze compiled actionable voice-of-the-customer intelligence from interaction analytics, quality audits, and CSAT feedback, delivering real-time, efficiency-boosting insight on the call and surfacing the outstanding issues to resolve in targeted, weekly performance reviews. Together, the two turned each interaction into both a better member experience and a sharper input for the next.
The Customer
The client is a U.S. Fortune 500 health plan navigating the Annual Enrollment Period, when member acquisition and retention hinge on how well newly hired agents perform under peak pressure. Facing simultaneous demands on proficiency, accuracy, handle time, and empathy, the plan needed agent enablement built for regulated healthcare, not generic scripting. The Rubraik Suite gave the client in-flow intelligence and voice-of-the-customer analytics tuned to exactly that moment, converting a demanding season into measurable gains in quality and member satisfaction.
