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7394: The Cognitive Contact Center: Providing a Personalized Member Experience at Scale


A consumer's last best service experience sets the bar for their interactions going forward. These expectations require health insurers to rethink how they engage and support members by bringing in expertise from other industries such as retail, as well as tying executive compensation to metrics like Net Promoter Score (NPS). Critical is the opportunity to turn the health plan call center into a strategic service point that offers a highly personalized, 24/7 experience for members. Answering complex questions around US health plan eligibility and coverage is a new frontier for conversational systems—one that Watson is now trained to handle at scale. Join this session to learn the opportunities and challenges for call center transformation.

Core Curriculum Industry Solutions Healthcare
Data & AI Theater C
Wed (February 13), 5:30PM PT


Thomas Agan

Partner, Digital Business Strategy - Health Sector, IBM

Tom Agan is a partner in the Digital Business Strategy group at IBM. His experience is across industries with an emphasis in go-to-market/growth, big data & analytics, and technology. Tom has written numerous articles for leading publications such as the Harvard Business Review, been widely interviewed by outlets such as NPR/Marketplace, and spoken at many major industry and client conferences.

Tyler Steben

Director of Offering Management, Consumer Applications, IBM

Tyler Steben leads the consumer offering management team within IBM Watson Health’s Payer business. Tyler has been a product leader for over 20 years and is passionate about innovate consumer health solutions. Tyler lives in Michigan with three kids, two dogs and a spouse who is tolerant of Tyler’s early adopter tendencies.