SlideServe
Télécharger Obtenir Pro
Menu
Accueil Pro
Préférences
ApparenceLight Aide et commentaires
© SlideServe · v2026

Enhancing Telephonic Self-Service at CIGNA: A Journey Towards Improved Member Experience

lester-george avatar
lester-george
13 diapositives · 242 Views · Nov 17, 2014

In August 2006, CIGNA outlined its vision to transform telephonic self-service through the use of speech recognition technology. With a significant portfolio that includes health and related benefits, CIGNA's initiative aims to increase the completion rate of calls, enhance user experience, and improve operational efficiency. Leveraging VoiceXML platforms, expert application development, and intensive usability testing, the company strives to create a seamless interaction that benefits both members and providers, paving the way for a more consumer-driven healthcare system.

#enhancing telephonic self-service at cigna: a journey towards improved member experience #enhancing telephonic self-service at cigna: a journey towards improved member experience ppt #powerpoint #presentation
Enhancing Telephonic Self-Service at CIGNA: A Journey Towards Improved Member Experience - slide 1
01 / 13Enhancing Telephonic Self-Service at CIGNA: A Journey Towards Improved Member Experience
1 / 17

Télécharger la présentation

Enhancing Telephonic Self-Service at CIGNA: A Journey Towards Improved Member Experience
Une image / un lien ci-dessous est fourni (tel quel) pour télécharger la présentation

Politique de téléchargement : le contenu du site vous est fourni TEL QUEL pour votre information et votre usage personnel ; il ne peut être vendu, concédé sous licence ni partagé sur d’autres sites sans l’accord de son auteur.Le contenu vous est fourni TEL QUEL, pour votre information et votre usage personnel uniquement. Téléchargez la présentation en cliquant sur ce lien. Lors du téléchargement, si vous ne parvenez pas à télécharger une présentation, l’éditeur a peut-être supprimé le fichier de son serveur.Pendant le téléchargement, si vous ne parvenez pas à obtenir une présentation, le fichier a peut-être été supprimé par l’éditeur.

F I N

Plus de contenu associé

Transcription de la présentation

  1. Speech at CIGNA Beth Lira August 7,2006

  2. Divider page title goes here

  3. CIGNA Overview • CIGNA is one of the largest investor-owned health and related benefits companies. • Comprehensive portfolio of health, pharmacy, behavioral, dental, disability, life, accident and international businesses. • Full-year 2005 net income of $1.63 billion.

  4. The Road to Speech • Starting point: • Touch tone application with completion rate of 10.5%. • Average 2.9MM calls per month. • Long Medical and Dental Menu's.

  5. The Road to Speech • Starting point: • Touch tone application with completion rate of 10.5%. • Average 2.9MM calls per month. • Long Medical and Dental Menu's.

  6. How did we choose our Vehicle (Partner)? • Develop cost effective resource that improves current quality and convenience of telephonic self service delivery. • Increase Member and Provider utilization rates ensuring cost reduction and improved operating efficiencies. • Provide positive caller experience with user friendly design offering both touch tone and speech recognition. • Areas of focus are usability and additional functionality. • Improve infrastructure operating efficiencies. • Determine and implement support strategy for hardware (ASP vs. CHC ownership of execution platform). • Reduce costs by implementation of pay per minute strategy versus current process of capacitating for peak times/seasonality.

  7. Our partner of choice • Full-service speech solution • VoiceXML platform hosting • Application Development • Professional Services • Flexible architecture and rapid development environment. • Experienced team of dialog designers, linguists, speech scientists, application developers and usability experts. • Developed, deployed and managed hundreds of speech applications for over 50 clients across every major vertical market including healthcare

  8. Directions • Take the Volume without issues. • 35MM calls. • Understand Member and Provider Utilization. • 55% Provider • 45% Member • Understand Member and Provider Needs. • Extensive Usability and WOZ Testing.

  9. Construction Issues? • HealthCare complexity • 200-300% more grammar work in comparison to Banks and Credit Card companies. • VXML platform new and complex. • Build for future Consumer Driven HealthCare.

  10. Where are we now? • We have gone from a completion rate of 10.5% to 13.2% 2006 YTD. • Provider - 19.1% • Member – 6% • Transfer rates are decreased. • Average length of calls is consistent.

  11. What did we change? • Reviewed our Menu’s to reduce number of prompts. • Continuous improvement using professional services to adjust grammars. • Test, Test, Test • Usability • WOZ • Record Calls • Focus on Eligibility, Benefits, & Claims Transactions.

  12. Where are we going? • Move to Natural Language by 2007. • Get customers where they want to go faster. • Move to Consumer Driven HealthCare. • Answer the questions in Self Service. • Claims Status • Eligibility Status • Benefits Status • Be the advisor of choice by getting more complex issues to trained agents quickly. • Coaching • Advise • Information