Talkdesk has unveiled the Talkdesk Healthcare Experience Cloud for Payers, the latest contact center platform designed to meet the specific CX needs of healthcare insurance providers.
Recent Talkdesk research reveals that 91% of Americans consider customer service a key factor in deciding whether to stay with their current insurance provider or switch to a new one.
“Payers have always had unique member engagement needs different from those of the rest of healthcare, and now they finally have purpose-built technology to help them transform how they proactively, empathetically, and intelligently deliver support throughout the member journey," said Tiago Paiva, chief executive officer and founder of Talkdesk.
The Talkdesk Healthcare Experience Cloud for Payers integrates contact center technology with AI tailored to healthcare payers. This platform offers agents a set of unique tools and comprehensive views of member data, including claims, CRM, and electronic health records (EHR). This allows for more accurate and personalized service, while pre-configured workflows enable quick resolution of common issues affecting members, caregivers, and provider networks.
The platform gives agents a complete view of member interactions, helping them engage in more personalized conversations by accessing claim details, authorization history, and benefits information. This creates seamless and consistent interactions, regardless of the channel they choose.
In addition, the AI-powered self-service features and pre-built workflows automate routine tasks like claim status inquiries, freeing up agents to focus on more complex or empathy-driven interactions. Talkdesk's Generative AI (GenAI) automates post-call summaries, reducing administrative work by up to 66%.
By enhancing member engagement in areas such as preventive care, payers can drive higher satisfaction and healthier behaviors. Built-in integration with digital symptom-checking and triage tools ensures members quickly receive care recommendations, improving quality ratings for Medicare Advantage, Part D, and managed Medicaid programs.
The platform offers quick implementation, with configurations integrating existing workflows, systems, and teams. Moreover, it comes equipped with robust security and compliance tools, ensuring data protection and the responsible use of AI for fair and accurate service.
Elsewhere, Talkdesk has announced that its Talkdesk Copilot solution is directly integrated into Epic’s Cheers customer relationship management (CRM) suite as part of the Talkdesk Healthcare Experience Cloud.
