Case Studies

Customer Experience Automation™ (CXA) is the application of an AI-powered platform that is purpose-built to automate, scale, and remove the friction from the interactions between a company and its customers; from the beginning of a conversation through its resolution.

Patient no-shows are costly, and we’ve seen that communicating in their channel of choice with appointment reminders help limit truant patients. Use proactive engagement to improve health outcomes.

Health plans can reduce costs to members by reducing their own costs, and one of the quickest ways to lower costs for themselves is reduce claims adjustments and fund recovery. Meet clients in their preferred channel and automate coordination of benefits.

Personalize care down to the prescription level and drive member medication adherence. You can cut costs and improve member outcomes simultaneously.

Elevate every single customer interaction or micro-engagement into an experience they deserve. Customers, members, claimants, agents and brokers alike are consumers in the 21st century. Time to treat them like it.

Member services representatives are passionate people trying to drive their members to successful outcomes. Achieving this can be overwhelmingly difficult as the volume of incoming communication increases. “Reducing Cost by Automating Prior Authorization Communication” outlines how to improve experiences via prior authorization.

Health plans are besought and burdened by the greavance and appeals experience as one of those processes that demands intelligent and careful interactions. AI can shorten member communication times by responding to some cases and diverting others via email to the appropriate people.

It was a remarkable achievement in itself, made even more impressive by the circumstances. The team managed a remote solution deployment right at the onset of the COVID-19 lockdown — “A testament to how easy it is [to use Ushur].”

They say opportunity strikes when luck and preparation meet. Ushur’s CEO, Simha Sadasiva, must have rattled off his elevator pitch a thousand times. But he’d never given it at 35,000 feet, as he did on one transcontinental flight in 2016.

For almost 80 years, Irish Life has had one mission: “To help people build better futures.”So when they saw a way to respond faster to the hundreds of thousands of emails…