How video avatars and AI are revolutionizing customer service
What about the digitization of healthcare? How will the new role of health insurance companies be defined and how will the organizations align themselves in the future in all internal areas and in digital competition? Numerous experts will provide answers to these key questions for the interested professional audience at the 4th Spring Conference of the Health Forums in Leipzig. The symposium is aimed at representatives of statutory and private health insurance companies, knowledge service providers and partners in the industry and will take place on May 9, 2022 from 10:00 am to 5:00 pm in the conference floor of Salles de Pologne Events & Konferenzen at Hainstraße 16 in 04109 Leipzig.
Digital video consulting assistant successfully in use
Andreas Lenz, Chairman of the Board of BKK Pfalz, and Dr. Tim Walleyo, Managing Director of PTA IT-Beratung, will also be taking part. They will present how video avatars and AI are revolutionizing customer service during their talk, which starts at 3:45 p.m. in the Forum. Both speakers will be presenting an interesting lighthouse project that BKK Pfalz has implemented with the support of PTA IT-Beratung: the health insurance company has recently started using NEXOVI, the digital advisory assistant from PTA IT-Beratung in Mannheim, for its 170,000 or so policyholders. The speakers will shed light on its introduction, what needs to be taken into account during implementation, and what advantages result from its use. NEXOVI demonstrates its strengths at BKK Pfalz under the brand name “Anna erklärt’s” in the complex topic of nursing care consulting. It is thus the first statutory health insurance company to digitize the consultation process for applying for long-term care benefits from the long-term care insurance fund and cover it end-to-end with the help of an interactive consultation assistant. The digital care assistant Anna not only explains all the benefits of long-term care insurance to users – the service, which is available around the clock, also provides support with applications. In this way, BKK Pfalz can minimize the post-processing of applications, and the employees in the care team can concentrate on providing personal advice.
BKK Pfalz establishes first-class, 24/7 digital consulting service
BKK Pfalz uses a professional actress as a spokesperson for the personal approach via the consultation assistant. It guides all interested parties through the consultation or application process in a clear and dialog-oriented manner. “Fixed service hours and office hours exist with the use of NEXOVI At BKK Pfalz, this is no longer the case – on the contrary, we are moving many factual questions, services and offers directly to the living room couch of our customers,” says Andreas Lenz, explaining a very important advantage of the first-class digital consulting service – which is available 24 hours a day, seven days a week, no matter from where and via which terminal an applicant wants to make use of it.
With their numerous contacts, the health forums are the network partner for the players in the health industry. At more than 40 topic-specific events with around 1,800 participants a year, the health forums in Leipzig discuss current developments in the healthcare sector together with numerous customers and generate new knowledge from them. Learn more about the agenda of the 4th Spring Health Forums or feel free to contact us if you would like to learn more about the functionality and possible applications of our unique digital video consultation assistant NEXOVI:
