As the consumerization of health care continues, many people expect their insurance experience to resemble their interactions with Google, Netflix, Amazon and other frequently used services; there’s a strong consumer demand for ease, convenience, accuracy, quick results and personalization. The challenge for health plans is to meet those expectations with improved consumer experiences, while simultaneously lowering operational costs and optimizing care. New technologies and applications of artificial intelligence have the potential to meet this challenge. This session will discuss the challenges health plans face in remaining relevant as the personalization of health care continues to force change. Speakers will share examples of how powering the call center with technology can bring both short-term gains now, and long-term growth through innovation.