Implementation of Voice Assistant for Health Plan Members

This document is a case study detailing the implementation of a voice-activated digital assistant by BlueCross BlueShield (BCBS) of Tennessee to enhance customer support for health plan members. The initiative began during the organization's annual hackathon in 2017, where the winning idea focused on developing a voice assistant to assist members in finding doctors and answering health-related questions. The R&D team partnered with Maven Wave to create the application, which leverages artificial intelligence and machine learning technologies. The voice assistant is designed to respond to members' queries, providing wellness tips and information from the FAQs section of the BCBS website. The document outlines the development process, including the importance of conversational design to optimize user experience. It also discusses future phases of the project, which aim to personalize member interactions further and reduce call center requests. The case study highlights the transformative potential of voice technology in the healthcare sector.