AI agents now support both enrollment and post-enrollment calls, reflecting growing consumer openness with using AI for more efficient plan assistance eHealth’s use of AI is largely unmatched among Medicare brokers, with this technology being leveraged in multiple ways to provide consumers with an easier and more effective experience  

AUSTIN, Texas, — eHealth (Nasdaq: EHTH), a leading online health insurance marketplace, today announced the expanded use of Alice, its AI-powered voice agent. Alice has expanded beyond its initial use for shopping and initial enrollment telephone support and is now assisting with post-enrollment and general service calls from Medicare Advantage beneficiaries, helping to efficiently address and resolve common inquiries such as:  

  • Application status: Alice provides customers with general information on their application status as provided by the health plan. Soon, she will also be able to look up specific details and inform callers exactly where their application is with the health plan in the process.
  • ID card inquiries: Alice informs customers when they generally can expect to receive their insurance ID cards and, if necessary, directs them to contact their health plan for further assistance.
  • Billing questions: Alice provides customers with direct billing contact phone numbers for their respective health plan, making it easier for individuals to access assistance when billing support is required.
  • Do Not Call requests: Alice can initiate steps to remove customers from eHealth’s call list upon request, ensuring their communication preferences are respected.

eHealth’s leadership in technology has defined the company since its founding. Today, eHealth has distinguished itself from other Medicare brokers by deploying leading AI technology at scale, continuing its commitment to improving the customer experience.”With the Medicare Annual Enrollment Period in full swing, AI is playing a key role in streamlining how beneficiaries shop for and use their Medicare Advantage plans,” said Ketan Babaria, Chief Digital and AI Officer of eHealth. “While licensed insurance agents remain essential as expert guides, AI voice agents help facilitate a faster and more seamless shopping and support experience. In fact, a recent eHealth survey found that 50% of Medicare beneficiaries would be interested in working with an AI agent by phone if it helped them get more efficient assistance when shopping for plans.”