Santa Clara, Calif. – Sep. 12, 2024 – Ushur, a leader in AI-powered Customer Experience Automation (CXA), announces the launch of its new end-to-end solution for insurance carriers offering group and worksite benefits. Designed to streamline communications and information sharing across the Short-Term Disability absence (STD) journey.
“Approximately 40% of short-term disability applications are denied, often because the application was not in good order (NIGO).¹ Missing information that is not acquired during the intake process is one of the main culprits for causing costly manual follow ups which can result in delays and dissatisfaction” said Yvonne Daugherty, Global Head of Industries at Ushur. “With Ushur, carriers can guide claimants through complex processes, capture needed data and deliver the best experience possible, all while reducing staff burden and increasing operational efficiency.”
To address these issues, Ushur has designed and customer-tested a purpose-built solution that leverages its industry-proven AI-powered Customer Experience AutomationTM platform to provide fast, flexible and modular digital engagement for employees, and other key constituents involved in the absence process. This innovative approach proactively and securely gathers or distributes education and information interactively, and guides stakeholders through every step of the journey. This prebuilt and customizable Ushur solution ensures information security by utilizing HITRUST certified, HIPAA-secure channels to protect Protected Health Information (PHI).
A Fortune 500 group life and voluntary workplace benefits carrier leveraged Ushur’s STD absence solution to reduce absence claim processing times from days to hours – with 50% of employees completing engagements within 5 minutes. Ushur’s AI-first solution helped this client increase campaign engagement by 85%, while reducing inbound calls by 42% and increasing NPS scores by 40%.
Ushur’s absence engagement solution proactively delivers and captures sensitive information through secure and preferred communication channels, guiding employees through every step of the complex absence journey. To reduce friction and bottlenecks across the end-to-end STD journey, the process follows specific steps:
Initiate
Streamline
Update
Return
Ushur solutions are specifically designed to provide the fastest time-to-value with prebuilt experiences for the industry’s most common and critical needs. To see this absence management solution in action, register for the upcoming Ushur webinar.
¹Simply Insurance, “95+ Disability Statistics and Disability Insurance stats.” Simply Insurance. (2024).
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform and Experience Operating System, purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, and Cigna.
Chris Ulbrich
[email protected]
(415) 808-9175
WASHINGTON, DC – September 11, 2024 – MHPA will present Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), with the Association’s Isadore King Spirit of Service Award on Fri., Sept. 13, during MHPA24 at the JW Marriott in Indianapolis.
“Ushur’s rigorous development of world-class, customized business applications to the healthcare and insurance sectors make the company a fitting partner in the Medicaid managed care space,” said MHPA President and CEO Craig A. Kennedy, MPH. “Beyond that, Ushur’s focus on areas like Medication Adherence, Maternal and Infant Health, and Chronic Condition Management have helped Medicaid Managed Care Organizations (MCOs) expand resources, connect vulnerable populations with quality, affordable care, and improve patient outcomes. It’s a privilege to partner with Ushur through educational webinars, conference activities, and other external engagement opportunities, and we are thrilled to present it with the Association’s highest honor for business partners.”
“It is my distinct honor to receive the Isadore King award on behalf of the entire Ushur team,” said Simha Sadasiva, Ushur CEO and co-founder. “MHPA’s mission to reach, support and serve the nation’s most vulnerable and underserved populations is very close to my heart. Ushur came into being as a result of my personal travails and experiences as the primary caregiver to my aging parents. This award brings us full circle in our mission to serve humanity by providing them access to better care and health outcomes through the work we are doing with many of our nation’s health plans.”
“Horizon turned to Ushur to expand our outreach to members during the Medicaid Unwinding. Together, we developed a successful plan that engaged more than a million members through texts that respected their language preferences in order to help them navigate the redetermination process. The proven success of this partnership has opened the door to deeper engagement with our members by providing them important information in the way that is most useful and relevant to them,” added Wendy Morriarty, Horizon’s Vice President for Government Programs.
Named after past MHPA board member and former CEO of The Wellness Plan, Isadore J. King, the award recognizes an MHPA partner company that has been exceptional in helping further the mission of MHPA and its member plans: “serving the nation’s poorest, most vulnerable populations.” Previous award recipients include Express Scripts, Mom’s Meals, Sellers Dorsey, and Epstein, Becker & Green, among others.
MHPA24 is the premier Medicaid managed care conference in the country, attracting approximately 500 health plan executives, health care professionals, state and federal policymakers, patient advocates, and others for three days of networking and education on tracks dedicated to Policy, Social Determinants of Health (SDOH), Equity, Managed Long-Term Services and Supports (MLTSS), and Maternal/Infant health. Capitalizing on Indianapolis’s auto-racing history, MHPA24’s theme is “Driving Innovations in Care: Fueling a Better Medicaid.”
Founded in 1995, the Medicaid Health Plans of America (MHPA) is the only national association that solely represents the interests of the Medicaid managed care industry. Through its advocacy and research work, MHPA supports innovative policy solutions that enhance the delivery of comprehensive, cost-effective, and quality health care for Medicaid enrollees. MHPA works on behalf of its 150+ member health plans which serve more than 48 million Medicaid enrollees in 40 states, Washington, D.C., and Puerto Rico. MHPA’s members include for-profit and non-profit national, regional, and single- state health plans that compete in the Medicaid market. Visit mhpa.org for more information.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro- Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading organizations across the globe, including Irish Life, Unum, Cigna, GoodRx, Benefitfocus and IEHP. Learn more at Ushur.com.
Horizon NJ Health, a subsidiary of Horizon Blue Cross Blue Shield of New Jersey, is New Jersey's largest Medicaid managed care organization providing benefits to children and adults in the Medicaid and NJ FamilyCare programs. Since its inception in 1993, Horizon NJ Health has developed targeted, member- centered services, innovative programs and community outreach to serve the diverse needs of its members. To learn more, visit horizonnjhealth.com.
Chris Ulbrich
[email protected]
(415) 848-9175
Jill Talley, Communications Director
[email protected]
(240) 338-6479
Santa Clara, Calif. – August 22, 2024 – Ushur, a leader in AI-powered Customer Experience Automation (CXA), announces the general availability of its new UshurX solution designed to streamline tasks and time-intensive micro-engagements along the clinical trials journey. Life sciences and biopharma organizations can now enhance recruitment, enrollment and retention while reducing clinical staff workload through a more convenient and comprehensive participant-first experience.
Today, clinical trials depend on dated processes, resulting in low engagement, narrow reach and cost inefficient operations. Recruitment is the largest cost driver, accounting for 32% of total costs,1 while 37% of trial sites fail to meet their enrollment goals altogether.2 Issues with participant recruitment and retention commonly delay trials by up to 6 months, with each day of delay costing up to $8 million in lost revenue.2 These challenges have a significant negative impact not only on trial viability, but also on the advancement of medical research overall.
To address these issues, Ushur has introduced a purpose-built solution that leverages its AI-powered enterprise experience automation platform to provide fast, flexible and modular digital engagement for trial participants. This innovative approach proactively self-serves comprehensive information through preferred communication channels, guiding participants through every step of the lengthy, complex clinical trials journey:
UshurX for Clinical Trials Engagement comes out-of-the-box with the following capabilities:
"Biopharma and Life Sciences companies are faced with strict regulations and resulting organizational silos," states Yvonne Daugherty, Global Head of Industries at Ushur. "Ushur’s digital engagement solution not only reduces the cost of running clinical trials, but also boosts recruitment and retention across diverse populations. We’re making modernization as easy as possible with modular experiences for the most impactful journey steps, easily customizable to each trial’s unique needs. This launch underscores Ushur’s mission to improve the global healthcare system and make quality care accessible for all.”
By digitizing engagement, Biopharma and Life Sciences organizations can boost enrollment and retention rates by 25%, reduce overall trial duration by 15-20% and reduce the average cost per enrolled patient by 20-30%, leading to a faster time-to-market overall.
UshurX solutions are specifically designed to provide the fastest time-to-value with prebuilt experiences for the industry’s most common and critical needs. To see the new clinical trials solution in action, please register for the webinar at www.ushur.com/clinicaltrials.
1 OpenClinica, “Patient-centered clinical trials improve recruitment and retention”, BiopharmaDive (2023).
2N. Chaudhari, R. Ravi, N. Gogtay, U. Thatte, “Recruitment and retention of the participants in clinical trials: Challenges and solutions”, National Library of Medicine (2020).
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform and Experience Operating System, purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, and Cigna.
Chris Ulbrich
[email protected]
(415) 808-9175
Santa Clara, Calif. – August 15, 2024 – Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced its recognition in the 2024 Gartner Hype Cycle for Healthcare Payers, an annual report tracking emerging technologies along their evolution towards market maturity. This report assists healthcare payers in making strategic planning and purchasing decisions to address current needs while anticipating future demands.
Ushur is featured in the LLM and hyperautomation markets alongside Google, Microsoft, Pegasystems, and UiPath for using vertical-specific Generative AI to improve member experiences through no code, easy-to-consume solutions. Gartner forecasts that both technology markets will reach peak productivity within the next 2 to 5 years, with a number of high-value payer use cases already in early stages of production use.
Gartner observed that 79% of healthcare payer organizations are formally assessing LLM use cases, with funding initiatives tripling in the last 6 months. “A tightening fiscal environment combined with structural changes in member populations drive the need for increased workforce efficiency…” states Gartner healthcare analysts Mandi Bishop, Austynn Eubank and Connie Salgy.
Ushur has developed purpose-built LLMs with vertical-specific guardrails, finely tuned with healthcare terminology and tasks to automate micro-engagements across the member journey. Many healthcare payers are leveraging LLMs to reduce operational costs and enhance experiences in areas such as prior authorization, plan enrollment, provider contracts, claims documentation, and request for proposal (RFP) responses.
Gartner defines Hyperautomation as an orchestration of task and process-level tools to identify, assess and automate business and IT opportunities for greater operational efficiency. Gartner states that “AI/ML, low-code/no-code development platforms and GenAI are the top three automation-enabling technologies that respondents indicate they have deployed or plan to deploy within the next two years.”
Ushur’s Experience Operating System (XOS) offers GenAI-powered member engagement through no-code AI Agents, making proactive self-service a strategic play in healthcare payers’ overarching hyperautomation initiatives.
“With so many advances on the Healthcare technology horizon, it’s exciting to see all themes converging around the use of Generative AI-driven automation to reduce staff burnout and elevate member and patient experiences and outcomes” states Yvonne Daugherty, Global Head of Industries at Ushur. “Payers are grappling with rising healthcare costs, changing consumer demands and increasing regulatory pressure. They’re doubling down on investments in new technology and innovative resources that offer industry-proven AI solutions to future-proof their business.”
Gartner’s Hype Cycle offers 22 innovations leveraging data and analytics, cloud, machine learning, automation, AI and generative AI to drive better experiences while increasing operating margins. Given the shifts in demographics, health status, and insurance coverage amongst populations, Ushur recognizes the need for healthcare payers to adapt with urgency and ease. Ushur’s no-code approach helps enterprises modernize their experience and operations with fast time-to-value, harnessing the latest advancements in LLMs and hyperautomation through a HITRUST-certified, HIPAA-secure, customer-first lens.
To obtain a full copy of the Gartner report, please visit the Hype Cycle landing page here.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform and Experience Operating System, purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
(415) 848-9175
SANTA CLARA, Calif. — July 23, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced that Mike Price has joined its executive leadership team as Chief Revenue Officer (CRO). Price brings over 20 years of experience in sales leadership roles at tech industry stalwarts including Sun Microsystems, Oracle and ForgeRock.
"I'm thrilled to join Ushur, a true innovator that's revolutionizing enterprise-class customer interactions with its groundbreaking and AI-first experience automation platform”, Price said. “What excites me most is the potential to help enterprises dramatically improve customer satisfaction while simultaneously driving operational efficiency."
Price brings over 20 years of proven leadership in enterprise B2B technology sales and go-to-market strategies. Most recently, as CRO at Radiant Logic, he transformed the sales organization, delivering consecutive quarters of above-plan revenue and dramatic growth in recurring revenue year-over-year. Prior to that, Mike played a pivotal role at ForgeRock, where as Senior Vice President he led the Americas sales team to four years of expansion and year-over-year Net ARR growth, contributing significantly to the company's successful IPO and subsequent $2.3B acquisition. His track record includes leadership positions at Oracle and Sun Microsystems, where he consistently exceeded revenue targets and drove substantial growth.
“Exponential growth requires transformational leaders'', said Simha Sadasiva, CEO and co-founder of Ushur. “Mike’s demonstrated experience in building high-performing go-to-market teams that have driven exponential revenue growth at varied stages of the company is exactly the kind of leadership that will help us drive the next phase of Ushur’s journey.”
Price’s appointment as Chief Revenue Officer further strengthens Ushur’s executive leadership team as it closely follows the appointments of new Chief Financial Officer and a new Senior Vice President of People Operations. Ushur reports that the first two quarters of fiscal 2024 have been its largest to date in terms of new revenue generated as well as customer expansions driven by the growing demand for AI-powered solutions designed to deliver operational efficiencies and improved customer experience.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SANTA CLARA, Calif. — Jul. 16, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced its prebuilt AI-powered automation solution to slash turnaround time and improve onboarding communications for insurance carriers, health plans and financial services companies.
“In group benefits and worksite benefits, there is a big opportunity to enhance and expedite the process of onboarding of employer groups. The current process is friction-filled, manual and inefficient,” said Yvonne Daugherty, Global Head of Industries for Ushur. “With Ushur's new AI-first automated solution for multichannel communications, document processing and information gathering, carriers, group benefit administrators and benefits brokers all experience substantial improvement in the onboarding journeys while realizing operational efficiencies across the board.”
Today, group and worksite benefits carriers face significant obstacles to onboard employer group clients. Carriers have tight timelines to collect, correct and load onboarding files and other needed information from high volumes of groups - often a manual process. The data is often incomplete or insufficient, brokers and employer groups have limited bandwidth to support the process, and the process takes much longer than it should in today’s world of AI and automation
Ushur’s pre-built digital experience templates use AI and Ushur’s proprietary channels to securely digitize and automate the onboarding journey while keeping all parties informed throughout the process for continuous clarity and alignment. The templates use state-of-the-art task and process automation, powered by purpose-built artificial intelligence, to engage with brokers, and group customers. These AI-powered automation solutions have been field tested by some of the largest carriers in business.These packaged solutions are designed to help improve engagement and streamline processes through:
Built for speed to value, enterprise-class security and operational efficiency, the Ushur experience automation platform optimizes benefits servicing and customer engagement with two-way, digital-first engagements through HIPAA-secure and HITRUST-certified channels.To learn more, and request a demo, visit ushur.com/
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SANTA CLARA, Calif. — June 24, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced that Anthony Smolek has joined its executive leadership team as Chief Financial Officer (CFO). Anthony brings over 20 years of experience in leadership roles at Yahoo, Vevo, Platform Science and other leading technology companies.
“I’m incredibly excited to join Ushur at such a pivotal time in their growth,” said Smolek. “Ushur’s unwavering commitment to being customer-centric, combined with their innovative use of AI and automation, sets them apart in transforming enterprise experiences. I’m eager to collaborate with this talented global team to drive growth, efficiency, and profitability as we continue to scale.”
Smolek has an extensive resume, having served in financial and strategic leadership roles along with experience co-founding an enterprise technology startup. He began his career in the financial world at Bear Stearns and went on to work in strategy and operations roles at Yahoo before serving as Chief Strategy Officer at Vevo.
“I am thrilled to have Anthony join the Ushur leadership team”, said Simha Sadasiva, CEO and co-founder of Ushur. “As Ushur continues on its trajectory of exponential growth, further accelerated by the surge in adoption of our AI-first solutions, our financial systems need to be ready for this next phase of rapid growth. Anthony’s extensive background in finance and corporate strategy, along with his proven leadership in financial operations, makes him just the right leader that Ushur was looking for at this juncture of our journey.”
Smolek’s appointment to the CFO position follows a period of accelerating growth for Ushur as it continues to bring AI-first enterprise experience automation solutions to highly regulated industries, especially focusing on healthcare, insurance, financial services and public sector. Ushur has raised close to $100 million to date from blue chip investors such as Third Point Ventures, 8VC and Iron Pillar — all of whom came back to reinvest in Ushur in its Series C round of funding completed in early 2023.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SANTA CLARA, Calif. — Jun. 11, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced prebuilt AI-powered digital self-service solutions for health plans and third-party administrators (TPA) looking to improve member health outcomes by automating digital care navigation for two key member journeys:
Today, health plans and TPAs face significant challenges in supporting members with complex care navigation needs within the current healthcare landscape, primarily due to the reactive nature of the system's overly stretched live resources (clinical and non-clinical). According to the CDC, 90% of the nation's $4.1 trillion annual healthcare expenditures is directed towards chronic and mental health conditions.
Ushur’s AI-first solutions focus on identifying and automating communications during critical points of care journeys via secure, interactive, and HIPAA-compliant digital experiences. The solutions are purpose-built to securely and compliantly inspire patient behavior change and prevent spiraling costs associated with disengaged patients during their care journeys.
“The U.S. healthcare system remains incredibly hard to navigate. Payers and members alike pay significantly higher costs when appropriate care and resources aren’t understood and utilized timely, especially in complex care situations” said Yvonne Daugherty, Global Head of Industries for Ushur. “The National Institute of Health (NIH) estimates that failures in care coordination account for nearly $80 billion in costs per year. Ushur launched these care navigation automation solutions to help drive dramatically better member experiences while delivering significant cost savings not only for the health payers but for the entire national healthcare system. Our vision is to continue to alleviate pressures on an overstretched national healthcare system while enabling payers and providers to deliver transformative experiences for their members, especially those in critical health situations.”
Ushur’s pre-built digital experience templates use state-of-the-art tasks and process automations, powered by purpose-built artificial intelligence, to engage with members to help them navigate their pregnancy or chronic condition journeys. These AI-powered automation solutions have been field tested by some of the largest health plans in the country. They are designed to help health plans and TPA’s improve engagement and streamline processes across:
Built for speed to value, enterprise-class security and operational efficiency, the Ushur CXA platform improves care management with two-way, digital-first engagements through HIPAA-secure and HITRUST-certified channels.
To learn more, and request a demo, visit ushur.com/
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Media Contact
Chris Ulbrich
[email protected]
415.848.9175
SANTA CLARA, Calif. — May 21, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced the general availability of its Experience Operating System (XOS). Developed on top of a family of industry-specific large language models, XOS enables business users to build, test, and deploy enterprise-class AI Agents with composable skills such as SMS, chat, voice conversations, document understanding, customer insights, and human decision assist.
With Generative AI at their core, Ushur’s AI Agents are unique by virtue of their safe design, secure delivery channels and industry-specific guardrails. These AI Agents employ domain-specific LLMs to converse empathetically, triage customer issues, extract and transform document information, analyze customer behavior, and enable better decision-making based on a dynamic assist engine as opposed to set business rules.
“Despite the unprecedented rise of generative AI, enterprises in highly regulated industries remain woefully underserved by this transformative technology”, said Henry Peter, CTO and co-founder at Ushur. “Overladen by legacy systems that require their IT organizations to stitch together multiple point solutions to eke out minimal efficiencies, these enterprises have seen hardly any experience improvements for their customers and their internal users alike. Ushur's Experience OS has been architected to deliver enterprise-wide and enterprise-ready AI capabilities in a single platform that frees up IT resources, empowers business users to craft, test and securely deploy engagements across all channels of communication, delivering experiences that today's digital-first customers have come to expect especially in life’s critical situations.”
Ushur reports that over 50% of its customer base is Fortune 500 organizations in healthcare, insurance, financial services and public sector. The launch of XOS with a particular focus on security and compliance shows that Ushur is doubling down on its strategy to cater to use cases that are specific to these highly regulated industries, including:
These are just some of the vertical use cases where Ushur’s enterprise customers are already leveraging the conversational AI capabilities of its experience automation platform. These customers include Aflac, Unum, Benefitfocus, Equitable, Irish Life and some of the largest health plans in the United States serving millions of their members.
The multiskilled nature of Ushur’s AI Agents makes them agnostic to the conversation form factor. Customers can start a conversation via chat, text and voice call and even perform complete tasks by uploading documents, such as refill prescriptions by simply uploading a picture of the pill bottle - all thanks to the enterprise-class security that is inherent in all of Ushur’s AI Agents. It is these enterprise-ready conversational AI and intelligent document processing capabilities that sets its AI Agents apart from other generative AI offerings that have proliferated the enterprise software market since the launch of ChatGPT in late 2022.
Ushur will be launching its XOS platform in an online live event on May 21, 2024. To learn more about XOS and schedule a live demonstration of Ushur’s AI Agents, visit ushur.com/xos.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform and Experience Operating System, purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SANTA CLARA, Calif. — May 9, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced the new addition of its prebuilt digital self-service solution for healthcare organizations looking to automate Medication Adherence journeys.
Managing the care of any population in the US inevitably includes promoting medication adherence. Payers and Pharmacy Benefit Managers (PBMs) in all markets understand keeping members and patients compliant with their prescriptions is critical to effective management of chronic conditions as well as mitigating downstream cost impacts.
Ushur’s innovative solution focuses on identifying and solving medication adherence barriers. Business users can now quickly deploy omnichannel, secure, interactive and HIPAA-compliant digital experiences purpose-built to improve refill adherence, inspire behavior change, and prevent spiraling costs associated with medication nonadherence.
“Payers and PBMs care deeply about the health outcomes of their members, and strive to engage them before they become non-adherent to medication regimens,” said Yvonne Daugherty, Global Head of Industries for Ushur. “Ushur launched this solution to help drive dramatically better member experiences, motivate members to take better health actions and drive down healthcare costs.”
Ushur’s pre-built digital experiences use state-of-the-art automation and artificial intelligence to get in front of members with prescription non-adherence and re-engage them to address any medication adherence barriers. Pre-built and delivered in mere weeks, UshurX leverages the Ushur CXA platform to help enterprises add two-way, outbound, digital-first engagements through HIPAA-secure and HITRUST-certified channels.
To learn more, and request a demo, visit ushurx.com/medicationadherence.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
415.848.9175
Santa Clara, Calif. – April 23, 2024 – Ushur, the leader in AI-powered Customer Experience Automation (CXA), has announced the launch of its self-service solution for financial institutions to automate Know Your Customer (KYC) and paperless enrollment processes.
KYC regulations require financial institutions to continually verify the accuracy of customer records, such as phone numbers and addresses. Traditional methods of outreach, such as letters and emails, often result in low response rates, exposing businesses to compliance risks.
Moreover, as financial institutions shift from paper-based to digital processes to streamline operations, securing customer consent through conventional methods remains a costly challenge. Ushur's innovative solution facilitates the seamless capture of customer details and consent, offering proactive digital experiences at scale. Business users can now launch self-service journeys that efficiently guide customers through address verification and paperless opt-ins, tailored to their preferred interaction methods:
"By automating Know Your Customer (KYC) and paperless enrollment processes, we enable clients to capture critical information and support Go Green efforts through innovative communication channels,” said Yvonne Daugherty, Global Head of Industries at Ushur. “Our AI-powered platform combines ease of use with enterprise-class security, empowering large, highly-regulated enterprises to swiftly meet AI and digital innovation goals while overcoming costly operational inefficiencies."
Ushur’s digital experiences are designed to bridge engagement gaps in mortgage, auto, student and credit card lending and servicing. This launch underscores Ushur's commitment to enhancing self-service capabilities within highly regulated industries. To witness the KYC and Paperless Enrollment solution firsthand, register for Ushur's Future of Finance session here.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe, including Irish Life, Unum, Aetna, Cigna and Equitable.
Survey of 200 decision makers in healthcare, insurance and financial services reveals eagerness to start initiatives and find partners for AI applicationsSANTA CLARA, Calif. — Jan 23, 2024 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today published the results of a survey commissioned to study the attitudes and behaviors of executives and decision-makers in highly regulated industries in the United States. The vast majority of respondents confirmed that customer communication and engagement strategies at their organizations will depend in some part on the capabilities of Artificial Intelligence (AI).
As adoption of AI, and especially Generative AI, continues to gain pace and AI applications and tools proliferate, buyer behavior in highly regulated industries and markets is rapidly evolving. More than 75% of survey respondents said they were “comfortable” incorporating AI and automation into customer-facing strategies or communications. Other key survey findings include:
“The results of this survey confirm that business leaders in regulated industries are not interested in lagging behind when it comes to AI adoption,” said Kashif Mahbub, chief marketing officer at Ushur. “They are asking incisive questions about value delivery, privacy at scale, data security and a transformed customer experience. AI and GenAI vendors had better start paying attention.”
This high-value enterprise buyer survey reveals that while many still have reservations, leaders within regulated industries also have high expectations of benefits when it comes to AI and generative AI solutions and platforms.
To secure your copy of the survey, download “The State of AI-Powered Automation in Regulated Industries.”
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, Cigna and Tower Insurance.
Media Contact
Chris Ulbrich
[email protected]
415-848-9175
SANTA CLARA, Calif. — Nov. 16, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced its successful attainment of International Standards Organization (ISO) and International Electrotechnical Commision (IEC) 27001:2022 (a.k.a ISO 27001) certification. Following an exhaustive audit process, an independent third-party agency and certification body awarded the accreditation.
The certification is a testament to Ushur’s unwavering dedication to the highest standards of information security management—especially important to its customers in highly regulated industries such as financial services, insurance and healthcare. ISO 27001 is the international gold standard for information security management. Achieving this milestone assures prospects and customers across global markets of the strength of Ushur’s security posture.
Henry Peter, CTO and cofounder of Ushur, said: “Information protection and the security of Ushur’s customers — as well as their customers — is the top priority of every member of Team Ushur across people, processes and technology. We continue to acquire third-party and industry-standard security validations of the Ushur platform so our users can rest assured that their data remains confidential and protected at all times. Because ISO meticulously evaluates our security management systems, this certification further demonstrates Ushur’s steadfast dedication to the safety of protected health information (PHI) and personally identifiable information (PII).”
To earn ISO 27001 certification, Ushur showcased a documented, methodical and closely safeguarded approach to managing sensitive company and customer information. Ushur obtained the certification for its Information Security Management System (ISMS), which protects and governs material including intellectual property, employee and customer data, financial information and third-party data.
“The Ushur CXA platform brings self-service and proactive engagement capabilities to the front of every enterprise's customer service, and the attainment of ISO 27001 confers confidence that all self-service journeys are deployed with the highest commitment to information security,” said Michael Fisher, SVP of Product.
The scope of the ISO/IEC 27001:2022 certification encompasses Ushur's ISMS, supporting diverse functions including legal, human resources, finance, information technology, software development, operations, executive leadership and customer support.
Over 50% of Ushur’s customers are Fortune 500 companies, including global insurance and healthcare brands such as Aflac, Unum, Irish Life and Cigna. To learn more about how Ushur keeps data safe and private, visit Ushur.com/platformsecurity-and-compliance.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
Santa Clara, Calif. — Nov. 7, 2023 — Ushur, the leader in AI-Powered Customer Experience Automation™ (CXA), announced its partnership with Five9, an industry leading provider of cloud contact centers solutions. The Ushur CXA platform is now available on the Five9 CX Marketplace, making it easy for businesses to integrate Ushur with the Five9 Intelligent Cloud Contact Center.
Henry Peter, Chief Technology Officer and Co-Founder of Ushur, said: “The customer experience ecosystem necessitates seamless integration and operation with voice, chat and other engagement channels. Five9 has been a great partner for Ushur in making it easier than ever to accelerate a true multiple channel customer experience. We believe that this partnership is a critical one for enterprise customers across industries and that customer experiences will only improve over time thanks to lower barriers to entry for multichannel journeys.”
The Five9 platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimization and practical AI to create more human customer experiences, engage, and empower contact center agents and deliver tangible business results.
The Ushur CXA platform makes it quick and painless for business users to build customer experiences that depend on sensitive PHI or PII data. That sensitive data lives in core systems at regulated enterprises, and is traditionally difficult to integrate into document-based and conversational customer-facing automation. The integration between the two platforms ensures more so than ever that those secure, voice-enabled experiences are simple to build and update so businesses can finish their digital transformation projects quickly.
“We love that there’s a customer experience solution that comes ready with HIPAA compliance, HITRUST compliance, GDPR compliance and PCI-DSS compliance and certifications — all through a no-code approach,” said Brian Bitsky, Senior Director UC/ISV Partnerships at Five9. “There are few partners in the customer experience ecosystem with such a dogged focus on the security and compliance of their intelligent automation deployments as Ushur.”
Ushur reports that over 50% of its customer base are Fortune 500 companies, including global insurance and healthcare brands such as Aflac, Unum, Irish Life and Cigna. To learn more about how Ushur keeps data safe and private in customer experiences on any and every channel, visit Ushur.com/platformsecurity-and-compliance.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
415 848 9175
Introduces generative AI to its no-code platform to enable rapid multichannel engagement design for citizen developers and non-technical users.Santa Clara, Calif. — November 1, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), announced today the launch of Ushur Studio, the next generation no-code and generative AI-enabled environment that empowers business users and citizen developers to rapidly build, test and deploy omnichannel digital engagement experiences. Previously known as Flow Builder, this major platform enhancement introduces new capabilities, thoughtful designs and speed-to-value principles to help enterprises pivot and adapt to pressing engagement needs through a unified, automated approach.
With Studio, Ushur aims to increase speed and simplicity across the experience automation lifecycle. Notable advancements include an intuitive no-code drag-and-drop automation experience builder, integrated prototyping, scalable deployments and continuous monitoring. This enables citizen developers to solve their own pain points and drive digital outcomes at scale, especially when timelines are tight and resources are low.
Other major capabilities include:
Ushur Studio also serves as an AI and machine learning playground, letting citizen developers enhance builds with generative AI-based recommendations and finely tuned ML models.
Michael Fisher, SVP of Product and Operations at Ushur, explains: “This next generation of Ushur Studio represents our immense undertaking to thread speed and security throughout every aspect of designing and implementing customer engagements and experiences. Not only does Ushur’s Customer Experience Automation deliver ease and efficiency, but it also secures sensitive data exchange for the highly regulated industries we serve.”
Simha Sadasiva, CEO & Co-Founder at Ushur, says: “Ushur Studio is our boldest attempt yet to make experience creation ever more accessible to non-technical folks while maintaining the sophisticated automation capabilities advanced developers need. With the embedded AI playground within Ushur Studio, we can now enable customer experiences to become hyper-personalized and effortlessly intelligent.”
Ushur is set to launch Studio during a live event at this year’s InsureTech Connect conference in Las Vegas on Nov. 2, followed by a virtual demonstration on Nov. 15. For more information, and to join these events and sign up for a free trial, visit www.ushur.com.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe, including Irish Life, Unum, Aetna, Cigna and Equitable.
Chris Ulbrich
[email protected]
(415) 808-9175
Santa Clara, Calif. – October 18, 2023 – Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), announced the launch of its new AI-powered solutions to automate and expedite the intake process for Group Benefits sales quoting and requests for proposal (RFP). The solutions reduce turnaround times for the entire RFP process, support high-volume processing, increase close ratios and alleviate operational burden by eliminating manual intake work. Ushur’s domain-specific AI auto-processes incoming quote requests and proposal emails and their many attachments to:
Yvonne Daugherty, Global Head of Industries at Ushur, said: “Ushur recognizes the challenges faced during peak Group Benefits sales and renewal periods, such as open enrollment, where efficient and timely request for quote and proposal communications are crucial. When carriers, health insurers and investment companies are continually pushed to achieve more with fewer resources, Ushur is stepping in to provide assistance with these proven automation solutions.”
Equitable, one of America’s leading financial services companies, automated their request for quote and proposal intake process using Ushur’s AI-powered automation solution. Previously, broker quote and RFP requests took 5 days on average to process.Ushur helped Equitable compress processing time from 5 days down to 5 minutes, delivering needed response speed and significantly reducing operational burden.
Stephanie Shields, Head of Employee Benefits at Equitable, noted: "Even during the busiest weeks, we can swiftly set up a quote request from a broker in our systems without human interaction, providing an accurate quote much faster than the industry average."
Companies that sell Group Benefits such as health insurance, supplemental and ancillary benefits and retirement products such as 401Ks and pensions benefit from this solution. The capabilities of this solution may also be utilized in other business sectors that deal with high volumes of inbound email and file processing.
For more information about Ushur’s Quoting and RFP Intake Automation solutions and sign up for a free trial, visit ushur.com/quoting-rfp.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s CXA™ solutions are currently in production at some of the leading insurance, healthcare and financial services providers across the globe, including Irish Life, Unum, Aetna, Cigna and Equitable. Learn more at www.ushur.com.
Chris Ulbrich
[email protected]
(415) 808-9175
Santa Clara, Calif., October 9, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), announced today that it has been recognized as a Star Performer by Everest Group in the 2023 PEAK Matrix Assessment for Conversational AI Products.
The Everest Group PEAK Matrix for Conversational AI Products is a comprehensive assessment that evaluates technology providers within the Conversational AI space across various dimensions, such as impact, vision, and capability. A Star Performer title is awarded to providers that demonstrate significant improvement in positioning across both the market impact and vision and capability dimensions over the previous iteration on the PEAK Matrix. This recognition exemplifies Ushur’s mission towards empowering organizations with Conversational AI in transforming their customer experience and operational excellence. Key innovations include:
Viju Shamanna, VP of AI Labs at Ushur, stated, “Our distinct approach to applying AI-powered automation, beyond the front-office, across the entire enterprise value chain sets us apart from the contact center-focused conventions of today. This is indeed a proud moment for us, being recognized by Everest Group as a significant player and a thought leader in Conversational AI.”
Everest Group has featured Ushur as a Major Contender on the Conversational AI Products PEAK Matrix 2023 for their use of no-code automation, natural language processing (NLP) and cognitive capabilities to deliver proactive, dynamic digital experiences. Conversational AI is embedded into the Ushur CXA™ platform to facilitate real-time customer and partner engagement across multiple journeys, channels, systems, and stakeholders. Ushur’s Conversational AI-based experiences can be deployed quickly without any coding or heavy implementation.
The 2023 PEAK Matrix for Conversational AI report is available now. To learn more about Ushur and its award-winning Conversational AI solutions, you can request a demo or start a free trial at ushur.com.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance, healthcare and financial services providers across the globe, including Irish Life, Unum, Aetna, Cigna and Equitable.
Prepackaged solution enables health plans to improve member experiences and quality outcomes through AI-powered automation and deep domain expertiseSANTA CLARA, Calif. — September 12, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced a strategic partnership and joint solution with Rex Wallace Consulting and Decision Point. Health plans are already taking advantage of the joint solution to improve engagement with their members and providers, create more positive member experiences, improve Consumer Assessment of Healthcare Providers and Systems (CAHPS®) scores and improve their quality of care.
Rex Wallace Consulting (RWC) is a strategy consulting firm with deep experience in helping health plans improve quality and Star Ratings. Decision Point, the leading member engagement management company, leverages machine learning and artificial intelligence to produce member-level insights that inform proven strategies to improve outcomes such as survey responses (e.g., CAHPS), quality gap closure, disenrollment, avoidable utilization and more.
The partnership delivers health plan quality solutions that leverage AI, automation, digital engagement and deep healthcare domain expertise:
Yvonne Daugherty, Global Head of Industries at Ushur, said: “We are very pleased to partner with Rex Wallace Consulting and Decision Point to deliver a unique approach that rapidly addresses high value health plan business needs to improve quality of care, HEDIS® gap closure, CAHPS, health equity, SDOH and more. The combined domain expertise and technology-enablement we bring together is unmatched.”
“Through this powerful new solution with Ushur and Decision Point, we are enabling health plans to be much more effective at identifying targets for quality outreach with precision analytics, and better able to reach and influence members and providers through HIPAA-secure and interactive CXA,” said Rex Wallace, CEO and Founder of Rex Wallace Consulting.
“We are thrilled to partner with both Ushur and Rex Wallace Consulting to accelerate our ability to support health plans in achieving their experience and quality goals,” said Saeed Aminzadeh, CEO of Decision Point. “By combining our analytics with RWC’s deep consultative expertise and Ushur’s unique and effective digital engagement platform, health plans will have a rapid launch solution that can prove value quickly.”
To learn more, and request a demo, visit ushur.com.
Rex Wallace Consulting is a strategic consulting firm specializing in Quality Improvement. Leveraging deep expertise in health plan Quality, member experience, provider engagement, internal governance and health equity, Rex Wallace Consulting creates more meaningful and effective engagement with all stakeholders, develops organizational cultures of quality and delivers higher performance, including higher Medicare Star Ratings.
Decision Point is a leading member engagement management company that brings holistic predictive analytics and artificial intelligence to everyday health plan decision-making. Decision Point empowers health plans to understand and predict every facet of a member’s health experience, enabling effective targeting and impactful holistic interventions. Decision Point aims to change the fundamentals of healthcare decision-making by predicting and acting on the entire member health experience, delivering sustained improvements in outcomes across satisfaction, retention, quality and utilization domains.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a HIPAA-secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna and Cigna.
Chris Ulbrich
[email protected]
(415) 808-9175
HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA). CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
SANTA CLARA, Calif. — August 31, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced the general availability of AI Studio. This new platform addition will take AI-driven customer experience management responsibilities out of developer-exclusive workflows and make model training and management a function any persona can support.
Michael Fisher, Senior Vice President of Product at Ushur, said: “At Ushur, we recognize the complexities, and costs, of building and managing enterprise-class user experiences. AI Studio combines the rich visual interface of our process automation FlowBuilder with AI model management capabilities to deliver a truly democratizing experience for the citizen developer. Focusing specifically on training and deploying classification models in this release, we aim to deliver significant efficiencies in time to value and AI ops.”
AI Studio represents a break from traditional process automation platforms, which focus on automating repetitive manual tasks and treat AI capabilities as something separate.
“Enterprise data cleansing, model lifecycle management and simplified model serving are some of the foundational elements of modern day AIOps,” said Kashif Mahbub, Chief Marketing Officer at Ushur. “Yet they remain an afterthought for even the leading process automation platforms. With AI Studio, Ushur has put AI model training, management and deployment at the fingertips of every business process owner and at the heart of the total customer experience.”
Over 50% of Ushur’s customers are Fortune 500 companies, such as Aflac, Unum, Irish Life and Cigna, which are deploying enterprise-grade AI to target the most urgent use cases in global insurance, healthcare and financial services. To learn more about how Ushur is accelerating the model management lifecycle stages, visit ushur.com/platform.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SANTA CLARA, Calif., Aug. 03, 2023 (GLOBE NEWSWIRE) -- Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced the launch of new additions to its UshurX line of prepackaged solutions focused on solving the most common issues in healthcare. With these solution packs, enterprises can rapidly deploy multichannel, secure, compliant AI-powered automated digital experiences.
Business users can quickly deploy Ushur’s experience automation capabilities right out of the box, enabling health plan members to take actions toward better health and well-being.
The new UshurX solutions include:
“Commercial and Medicaid health plans alike know how hard it is to reach, engage, and influence employees and members to make better health decisions and take the right actions to support quality, health, and well-being,” said Yvonne Daugherty, Global Head of Industries for Ushur. “Ushur is responding by introducing purpose-built solutions to help these plans deploy intelligent automation that simplifies the engagement journey, improves employee and member experiences, and influences action while meeting the highest measures of compliance and security.”
With its UshurX solution packs, Ushur continues to help customers significantly reduce time-to-market with predefined, prebuilt AI-powered customer experiences, delivering time to value in mere weeks. UshurX leverages the Ushur CXA™ platform to help enterprises add two-way, outbound, digital-first engagements through HIPAA-secure and HITRUST-certified channels.
To learn more and sign up for free trials and demos, visit ushurx.com.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
[email protected]
415 848 9175
SAN MATEO, Calif. & SANTA CLARA, Calif., July 26, 2023 -- (BUSINESS WIRE) -- Guidewire (NYSE: GWRE) and Ushur announced that Ushur’s new Ready for Guidewire validated accelerators are now available to ClaimCenter users in the Guidewire Marketplace.
Ushur, enables insurers to deliver digital, self-serve customer experiences through its intuitive, omnichannel Invisible App™. Users of any skill level can build, test, and launch customer-facing workflows in a no-code flowbuilder, limiting IT dependence. Ushur technology provides a branded, app-like experience to customers - allowing the exchange of claims information, images, and documentation with enterprise-grade security - without the shortcomings and expense of a traditional app.
With Ushur’s accelerators for ClaimCenter, insurers can:
Ushur’s accelerators also enable two-way communication, so insurers can proactively reach out to claimants if needed.
“Ushur and Guidewire together change the way ClaimCenter users interact with their policyholders for the better,” said Bruce Holbert, Head of Global Channels and Partnerships, Ushur. “Our new integrations help insurers tackle business needs and goals in a new and differentiating way. They can facilitate greater security, better claims experiences, and faster time to value for our shared customers.”
“We congratulate Ushur on the release of its new ClaimCenter apps,” said Will Murphy, Vice President, Global Solution Alliances, Guidewire. “The apps enable our shared customers to provide elevated customer experiences for their claimants, while improving their operational efficiency and avoiding stress on their IT departments.”
Guidewire’s solution ecosystem is the largest in the P&C industry, with over 180+ solution partners providing over 195+ integrations in the Guidewire Marketplace. Guidewire PartnerConnect Solution partners provide software, technology, and data solutions as well as insurance support services. Our Solution partners help drive business value and innovation for insurers by developing and delivering integrations, extensions, apps, and other complementary solutions for Guidewire products. All of our Ready for Guidewire partner solutions are validated for security, quality, and compatibility with Guidewire, and can be found on the Guidewire Marketplace.
For more information about Guidewire PartnerConnect, please visit http://www.guidewire.com/partners.
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and machine learning to deliver our platform as a cloud service. More than 500 insurers in 38 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with 1,000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, Cigna and Tower Insurance.
Media Contact
Chris Ulbrich
[email protected]
415-848-9175
Citizen developers can now use Ushur’s no-code platform to build agent assist automation workflows
SANTA CLARA, Calif., July 12, 2023 -- Ushur, the AI-powered leader in Customer Experience Automation™ (CXA), today announced the expansion of its relationship with Amazon Web Services (AWS) and the general availability of its integration with Amazon Connect, an easy-to-use omnichannel cloud contact center from AWS that provides superior customer service at a lower cost. Leveraging Amazon Connect can help increase agent productivity and improves customer engagements. The no-code Ushur platform is designed to allow enterprise business teams to rapidly design and deploy automated, personalized insurance, healthcare, and financial services experiences. Gathering critical customer data with Ushur and assisting customer service agents by presenting it in Amazon Connect can ensure all parties have the right information at the right time throughout the service journey.
Ushur strives to make the customer experience journey easy even when it involves customers reaching into a contact (or service) center. The integration with Amazon Connect, which is already broadly used, means clients can quickly expand the agent service tool kit to automate gathering data from their customers—even while on the phone with them.
Head of Global Partnerships and Channels at Ushur, Bruce Holbert, said, “We are ecstatic to leverage Amazon Connect in the Ushur ecosystem and to further optimize customer experiences no matter what channel they occur on. Ushur brings a first-to -market capability where customers can interact with an enterprise over voice channels, and deflect seamlessly to an app-like experience in Ushur Invisible App™.”
Amazon Connect makes contact center operations easier than ever by creating an omnichannel platform and service center where anyone can design and sustain customer service operations. Amazon Connect combines the power of an API-driven solution with the voice-native capabilities of a cloud-based platform. Integrating Ushur with Amazon Connect provides the ability to automate customer experiences end-to-end on any channel and to deliver a more responsive, flexible, and agile customer service.
Ushur will focus on bringing the voice-enabled and omnichannel customer experience to insurance carriers, healthcare companies, and financial services companies in need of digital transformation. For more information on Ushur and Amazon Connect, visit https://ushur.com/company/partners.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, and Aetna.
Media Contact
Chris Ulbrich
[email protected]
415-848-9175
SANTA CLARA, Calif. — January 17, 2023 — Ushur, the leader in secure and AI-powered
Customer Experience Automation™ (CXA) today announces a strategic partnership signed with
Sutherland. Sutherland is a business process transformation company whose mission is to
deliver exceptionally designed and engineered experiences for customers and employees.
Ushur’s experience automation platform will complement Sutherland’s experience
transformation ecosystem, and the strategic partnership will enable both companies to
reimagine and transform customer experience for the insurance and healthcare industries.
The partnership’s goal is to automate and augment customer experience across the value chain
of underwriting, servicing, and claims.
Sutherland is already innovating with digital transformation and human centered modernization
solutions for the insurance, healthcare, and financial services industries. Sutherland offers
critical services and capabilities modern enterprises demand as they strive to better serve their
digital-native consumers and employees. Ushur’s point of view on customer experiences and
automating the processes that Sutherland enables is that building customer experience
automation solutions should be as easy as using them.
Bruce Holbert, VP of Partnerships at Ushur, said: “We are very excited about the new
partnership with Sutherland. They bring exceptional industry and use case expertise for
insurance, healthcare, and financial services. Clients will find a trusted advisor to drive the next
generation of customer experiences, and Sutherland has taken this to heart as they build and
resource digital engagements.”
“This partnership excites us and we know it will excite our clients! Adding the power of Ushur’s
experience automation platform to our experience transformation eco-system will enable our
clients to meet their customers where they are and elevate human experiences, creating a
multiplier effect”, said SVP and Global Head Insurance at Sutherland Vijay Pahuja. “Digital
transformation is possible when human experience leads the way. With the two organizations’
combined capabilities in insurance and healthcare experience design, technology, automation
and AI, clients will gain access to tailored, reimagined solutions in service, claims and
underwriting that make an appreciable difference to their customers and employees.”
Sutherland will focus on bringing Ushur across its business segments to allow quick time to
value in client’s digital transformation efforts. For more information on the Ushur and Sutherland
partnership, visit us here.
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally designed and engineered experiences for customers and employees. For over 35 years, we have cared for our clients’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, Cigna and Tower Insurance.
Media Contact
Chris Ulbrich
[email protected]
415-848-9175
Santa Clara, Calif. — Nov. 7, 2023 — Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced it has appointed accomplished health and pharmacy services executive Tim Wentworth to its board of directors.
Mr. Wentworth is the former CEO of Evernorth, the $100B health services organization for Cigna, where he brought together a variety of health services capabilities including care provision, pharmacy solutions, and benefits management. Data and analytics were also his responsibility.
Mr. Wentworth was previously CEO of Express Scripts, the largest pharmacy benefit manager in the United States. Under Mr. Wentworth's leadership, Express Scripts was ranked number 66 on Forbes magazine's list of the World's Most Innovative Companies.
Mr. Wentworth also served as CEO of Accredo, Medco's specialty pharmacy. He additionally held leadership roles in human resources management for PepsiCo. and Mary Kay, Inc. Mr. Wentworth started his career in the music industry with three years at RCA Records.
"The depth and caliber of experience that Tim brings to the table are invaluable for a fast-growing company like Ushur," said Simha Sadasiva, CEO and co-founder of Ushur. "For nearly 40 years, Tim has brought his outstanding acumen and his leadership to tackle some of the most pressing issues in the world of healthcare and insurance. These are challenges that Ushur is addressing with our drive to revolutionize customer and employee experiences."
"It's an exciting capstone to my career to help guide the innovations led by Ushur to transform the way enterprises can serve their customers and employees," Mr. Wentworth said. "The future is now with automated, omni-channel, hyper-personalized experiences. I'm especially impressed with Ushur's AI Lab, which is solving the most complex issues in natural language processing, document processing and no-code conversational intelligence. Ultimately, it is Ushur's singular focus on simplifying and transforming customer journeys that truly sets it apart."
Ushur continues its rapid expansion as it surpassed its growth targets for 2021, doubling its customer base and number of employees. End users of the Ushur platform have reached 1.5 million with over 4.7 million Ushur micro-engagements™ executed so far. Ushur also enjoys a 164 percent net revenue retention rate, which is one of the highest in the industry.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ (CXA) platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of enterprise intelligence. It combines Conversational Automation and Knowledge Work Automation in a secure, no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation solutions are currently in production at some of the leading healthcare and insurance companies across the globe, including Irish Life, Aflac, Unum, Aetna, and Cigna.
Chris Ulbrich
415 848 9175
Santa Clara, Calif. - February 17, 2022 - Ushur, the leader in AI-powered Customer Experience Automation™ (CXA), today announced it has surpassed its company growth targets following the close of its fiscal year 2022, ending January 31, 2022.
"In true Ushur fashion, we had set ourselves very aggressive goals for 2021," said Simha Sadasiva, CEO and co-founder, Ushur. "I am humbled by the fact that we not only reached but exceeded these goals across every metric. None of this would have been possible without the relentless belief of our customers in Ushur. As we continue to scale exponentially, a singular focus remains the driving force behind Ushur - earning and keeping the trust of our customers, who are some of the largest and most successful global enterprises."
Ushur reported robust growth across its customer base, people, leadership and the adoption of its platform and solutions portfolio in FY21, including:
"We are extremely proud of what Ushur has achieved in such a short time and under pandemic conditions," said Robert Schwartz, Managing Partner at Third Point Ventures, investor and board member at Ushur. "In bringing groundbreaking solutions to improve customer experience across some of the most highly regulated industries, the team at Ushur has not only delivered on their promise of AI-powered transformation, they have given birth to an entirely new category of enterprise software. We are proud to be Ushur's partners and continue to be ardent supporters in this exciting journey."
Ushur also reported that it has continued to expand its customer success organization and operations with key new offerings:
"Ushur is a true partner in our digital transformation," said Mike Simonds COO, Unum Group. "Their ability to rapidly prototype and automate customer journeys has provided Unum with a competitive edge, delighting our customers while allowing our employees to focus on higher-value work. As impressive as their technology is, the quality of the Ushur team may be what sets them apart. They truly care about our success."
In 2021, Ushur launched the first-of-its-kind Customer Experience Automation™ (CXA) platform - consolidating its suite of purpose-built, AI-powered and cloud-native products and solutions designed to intelligently automate customer journeys especially in highly regulated sectors such as insurance, healthcare, banking and financial services.
"The elegance and extensibility of Ushur's platform with its singular focus on transforming customer experience for Fortune 500 enterprises in some of the most highly regulated industries continue to be its significant differentiators," said Bhaskar Ghosh, partner and CTO at 8VC. "As early and passionate believers in Ushur's leadership and its groundbreaking, AI-powered platform, we couldn't have been happier to see Ushur reach these impressive milestones in such a short time."
For information and open career opportunities at Ushur, please visit ushur.com/careers.
Ushur delivers the world's first AI-powered Customer Experience Automation™ platform purpose-built from the ground up to intelligently automate entire customer journeys end to end. Designed to provide delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a no-code, cloud-native SaaS platform to digitally transform every step of the complete enterprise customer experience, from Micro-Engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur's Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe, including Irish Life, Unum, Aetna, Cigna and Tower Insurance.
Media Contact
Chris Ulbrich
[email protected]
415-848-9175
