Equip CSRs to Exceed KPIs and Deliver a World-class Customer Service Experience
ServiceSense’s AI-powered software enables service-focused teams to quickly and efficiently find the benefit information they need to wow members. All plan information is logically organized on a user-friendly interface, presented in plain language, backed by member contracts, and accurate to the point of legal liability.
Reduce Handle Time Expenses
Improve CSAT, NPS, and Consumer Experience
Improve Representative Productivity and Engagement
Proven performance metrics for ServiceSense
>30%
Reduced average handle time
20%
Increased savings on reduced staffing
25%
Improved first-call resolution
40%
Improved response accuracy
50%
Increased speed to CSR proficiency
25%
Increased representative productivity
Boost Member Service Excellence Through Enhanced Information Access
Set up your CSRs for success with a system that provides quick access to accurate plan information on a minimalist interface. ServiceSense is compatible with top industry CRMs and is available through various channels for your convenience.
Call center
Tablet
Virtual assistant
Chat
Mobile app
Web portal
Sensentia AI Tools Deliver Accuracy, Comprehensiveness, and Accountability
Our benefit tools are powered by our proprietary artificial intelligence guaranteeing immediate, legally accurate and comprehensive responses different from other approaches in the industry. Responses are directly tied to member contracts for all selected plans, ensuring full accuracy and auditability.
Members, CSRs, agents, and other users are usually not familiar with clinical and claims terminology, making it difficult to derive correct answers without natural language support. Sensentia’s systems reason and present information intuitively while supporting natural language, synonyms, and intent recognition during the query process.
Take a look at how Sensentia's innovative technology works when applied to a member portal.
Find Plan Benefits with Minimal Navigation and No Digging
Digging through EOC documents and utilizing inefficient systems wastes time, frustrates reps, angers members, lengthens calls, and reduces overall performance. ServiceSense alleviates all of these problems and more.
The software enables your reps to find an answer in seconds rather than minutes, hours, or days. Here’s how it works:
Type in a query using as few as three characters.
Select the proper location or modifier and view high-level costs with summary information.
View comprehensive information with a simple click.
Screen displays all relevant information to service client.
Empower Representatives to Serve Members with Confidence and Precision
ServiceSense provides easy-to-access benefit details and support to representatives, enabling them to confidently execute customer inquiries and requests. The result is increased first-call resolution rates, reduced turnover, shorter call times, reduced grievances, and much more.
Instantly verify deductibles, copays, inclusions, exclusions, and more at a glance.
Compare up to 3 plans side by side to easily pinpoint plan differences.
Provide your members with access to care and peace of mind.
Meet Customer Demand and Surpass KPI Targets with Fewer Representatives
Having access to Sensentia as an ultimate source of truth means increased representative productivity. The software enables teams to wow members by providing them with consistent, accurate information in less time.
Train reps to full proficiency in hours instead of days or weeks.
Straightforward, fast answers mean customers get help quicker and without a struggle.
Increase call capacity per representative.
View Comprehensive Benefit Information in a Simplified Form
From deductibles and copays to prescription drug coverage and subsidies, ServiceSense displays all member benefit information on a streamlined interface. It was meticulously designed to draw attention to the answers.
No unnecessary information.
Benefits are presented in a clear and methodical order.
Ease of eye strain and research fatigue.
Calculate your ROI
Estimated current cost for handling benefits related calls
USD20,000,000
How We Help You Reduce Costs
Call Length Benefits
Estimated future cost for handling benefits related calls at reduced AHT:
$15,500,000.00
Estimated savings:
$4,500,000.00
First-Call Resolution Benefits
Estimated future cost for handling benefits calls with increased FCR:
$17,000,000.00
Estimated savings:
$3,000,000.00
Call Volume Reduction from Self Service Benefits
Estimated future cost for handling benefits calls with self-service option:
$18,000,000.00
Estimated savings:
$2,000,000.00
Total estimated savings:
$9,500,000.00
Additional ServiceSense Features
Customizable interface
ServiceSense is tailored to your current workflow, minimizing change management requirements and ensuring painless adoption.
Reliable accuracy
Rely on ServiceSense for legally sound, fully auditable answers you can trust.
Natural language and synonym logic
ServiceSense understands both clinical and natural language. The ability to use formal and informal search terms enhances the benefit search experience.
Faster training
ServiceSense is so easy to use that reps need minimal training to become fully proficient.
Real-time subsidy adjustments
Use a convenient dropdown menu to select a member’s subsidy level and watch benefit information update immediately.
Easy Integration
Our Solutions can be integrated into your CRM to ease change management.
Compare Plans
Easily compare up to three plans if the member is dissatisfied and wants a plan change.
Considers all accumulators
Our system is designed to consider deductible and MOOP status in responses.
FAQs
How can I reduce costs while improving service?
Traditional CS Team processes involve representatives using a Summary of Benefits (SB) and an Evidence of Coverage (EOC) or Master Benefits List (MBL) to support benefit questions. Often, these documents contain clinical and claims language and require representatives to use CTRL+F to match cases that demand elevated clinical or claims language knowledge. This process is slow and cumbersome and leads to research fatigue and low member confidence from long hold times, supervisor escalations, and less-than-confident answers. Research during service interactions can add as much as 10+ minutes to a call.
ServiceSense instantaneously provides the ultimate source of truth with answers to any plan, benefit, coverage, or cost questions. If reps cost $20 an hour, that equates to 33 cents a minute. Shaving just 3 minutes off the aggregate of calls adds up to large sums very quickly. This not only results in savings but also increases representative productivity, so less staffing is needed YoY to service the same volume.
Increased speed and accuracy of response, coupled with handling time and staffing savings, allows you to increase performance at reduced costs.
How can I increase employee engagement, satisfaction, and turnover?
Employees often leave a position due to a lack of support or disparate processes that cause frustration. Our solutions provide support throughout the service process, ensuring that answers to even the most complex questions are at the employee’s fingertips. By improving employee engagement, we avoid frustration, stress, burnout, and management escalations, which increase handling time and lower consumer confidence. Our system empowers employees to be experts and frees up management to provide stylistic coaching rather than answering numerous plan/benefit questions all day.
Happy, supported, and engaged employees will confidently exceed KPIs and feel invested in improving your service, thereby reducing dysfunctional loss.
Budgets are tight, how do I pay for the system?
Sensentia's solutions are designed to increase efficiency and remove waste. Many companies can pay for the system with the savings from reduced handling time and reduced staffing as productivity increases. We help companies significantly improve performance while keeping within budget.
Meet with one of our solutions experts today.
Unlock your team's true potential with Sensentia.
