In healthcare insurance, precision matters. Every interaction in healthcare carries the weight of accuracy, empathy, and trust. But what happens when new hires are expected to navigate complex medical terminologies and deliver expert-level support from day one?
For a leading insurer, this wasn’t just an onboarding challenge, it was a business-critical priority.
Behind every seamless customer interaction lies a complex network of processes, terminologies, and high-stakes queries. Training new hires to master these intricacies, especially those without a medical background was a bottleneck. Ramp-up times were lengthy, service consistency was at risk, and maintaining high-quality standards became increasingly challenging as customer demand grew for an insurer client.
The business needed a solution that could:
- Empower new hires to handle open-ended queries with confidence
- Ensure consistency and accuracy in customer communications
- Accelerate onboarding without compromising service quality
How does an AI knowledge base transform healthcare customer support in insurance?
How did TP address the insurer's business-critical priority?
TP introduced an AI-powered knowledge base powered by generative AI designed to streamline knowledge-sharing and scale support expertise. The solution wasn’t just a static repository of information. It was a dynamic, real-time conversational tool that enabled new hires to:
- Access integrated medical terminologies intuitively
- Generate professional, grammatically correct responses in both English and Spanish
- Navigate complex queries accurately, even without extensive prior experience
More importantly, the AI Knowledge Base assisted non-native English speakers, improving clarity and ensuring every interaction met the client’s high standards of professionalism.
What are the benefits of AI onboarding solutions in insurance support services?
- 8% reduction in Average Handling Time (AHT) during onboarding
- 7% increase in overall productivity for new hires
- 8% improvement in Quality Assurance (QA) scores
By equipping new hires with AI-driven tools, the insurer didn’t just improve operational efficiency, it transformed the employee experience. New healthcare insurance experts ramped up faster, handled high-stakes queries with precision, and consistently delivered the empathetic, informed support that patients deserve.
In industries where trust and accuracy are non-negotiable, onboarding can’t be a passive process. This case shows that combining human expertise with AI-powered knowledge bases is a strategic advantage.
Explore TP’s AI-powered solutions or talk to our experts to see how AI can transform insurance onboarding.
