State Health Insurance Exchanges Prepare For Open Enrollment By Expanding Use of CodeBaby’s Intelligent Virtual Assistants

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Connect for Health Colorado and Access Health CT Improve Education and Ease Enrollment Process for Consumers

Image of intelligent virtual assistant, Tina, welcoming visitors to Access Health CT's state exchange

Tina welcomes visitors to Access Health CT's state exchange

CodeBaby’s interactive coach greatly improves the experience people have on the site. Expanding Kyla on the site, we add significantly to our customer support without adding to the work of our customer service representatives.

CodeBaby, a provider of Intelligent virtual assistant technology, today announced Connect for Health Colorado® and Access Health CT have expanded the use of CodeBaby as a way to increase consumer education and improve the online experience for customers purchasing health insurance during the 2016 open enrollment period.

Connect for Health’s virtual assistant, Kyla, can be found at key points in the website, presenting important information in a clear manner, assisting users in making informed decisions, and providing decision support for critical choices. In time for this year’s open enrollment, Connect for Health has expanded Kyla to the Subsidy Eligibility System so that the avatar can answer questions, help people determine if they are eligible for subsidies, and walk them through the enrollment process.

“We have seen that the addition of CodeBaby’s interactive coach greatly improves the experience people have on the site,” said Marcia Benshoof, chief strategy and sales officer for Connect for Health Colorado. “By expanding Kyla to other sections of the website we are able to add significantly to our customer support without adding to the work of our customer service representatives.”

Similarly, Access Health CT is using their virtual coach, Tina, to further educate consumers on their choices. After a year of using Tina as part of the exchange, Access Health CT found that their customers are more educated and are looking for a deeper level of information and knowledge as they enroll for plans. As such, Access Health CT has increased the knowledge base for Tina so that she can respond and answer more in depth questions and better guide people to the right location on the site.

“After a year of using Tina, we found that our members knew more about the way the exchanged worked and the types of questions they needed to ask than the years before we implemented the avatar,” said Jim Wadleigh, Jr., CEO, Access Health CT. “Going into the 2016 open enrollment period we want to further empower the people shopping on our site to dig deeper and ask questions in real-time. The expansion of Tina will enable these types of on the spot queries and will continue to make our customer’s experiences with Access Health CT that much better.”

“Open Enrollment can be a stressful time for both the consumer and the health insurance exchanges and we want to help alleviate the pressure on both sides,” said Dennis McGuire, chief executive officer, CodeBaby. “The value of using Intelligent Virtual Assistants goes beyond reducing call center costs to significantly improving lives by helping people re-enroll into last year’s plan or guiding them into new and/or better plans based on last year’s utilization. A virtual coach can do this at the exact time the person needs it – on-demand, 24/7/365 in that persons native language.”

About CodeBaby
CodeBaby is a global digital engagement and intelligent virtual assistant (IVA) technology provider. Leveraging emotional engagement and video game expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financials, banking, and eCommerce. CodeBaby is an Oracle Gold partner, and was recently named a 2015 eHealthcare Leadership Award Winner for providing innovative solutions in healthcare. Visit us at http://www.codebaby.com or follow us on LinkedIn and Twitter @CodeBaby.

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Katherine Wells
CodeBaby Corp.
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