Member Experience: Using AI to Bring Real Value

  • September 05, 2018
  • 1:00 PM – 2:00 PM ET
  • Online

Health insurance benefits are complex and difficult for members to understand; even call center representatives who may spend as much as 40% of their time or more with benefits questions are challenged to provide fast, clear, and consistent responses. This complexity can result in expensive call center support, inconsistent and slow responses, and an overall unsatisfactory member experience that may have a serious impact on member engagement with their health plan.

Consumers are becoming more accustomed to and demanding of customer service that is convenient, accurate and fast, and they are increasingly adopting conversational technologies in their daily interactions with businesses. As artificial intelligence and conversational “chat bot” technologies continue to proliferate, and your members demand increased convenience, access and transparency, where do you start, and how do you navigate all your options?

Attendees will come away with:

  • Emerging trends from payers considering conversational AI
  • Considerations when contemplating a buy or build strategy.
  • What to consider when creating your business case
  • What to consider in reviewing the available technology options, and keeping in alignment with your strategic goals


Nancy Bucceri, facilitator, Director, Product Marketing, Watson Health

Ms. Bucceri is a certified health care information technology professional that has over 25 years of experience in the health care industry working in various capacities to bring innovative information technology solutions to the market for the purpose of improving quality and lowering the cost of health care. In her current role at IBM, Ms. Bucceri applies deep portfolio, buyer, segment and routes-to-market expertise to architect end-to-end marketing strategies and standards for exceptional client experience.

Sarah Smith, MHA, MIM, Practice Leader – Healthcare Data Strategy & Transformation Consulting, IBM Watson Health

Ms. Smith is an Associate Partner in IBM’s Watson Health focusing on Cognitive and Emerging Technologies. She has more than 15 years of healthcare experience, working in both consulting and full time employee roles in healthcare operations and technology enablement. Sarah is a PMI-certified project manager and a Six Sigma Greenbelt who has expertise in implementing cognitive technologies, business process redesign, operations and IT strategy, and financial / revenue cycle operations.

Phil Fritz, MBA, Payer Innovation Lab Leader, Watson Health

Mr. Fritz is responsible for the evaluation of technology innovation concepts, bringing new ideas from concept through the early stages of solution design, market testing, refinement and prototyping. He has over 20 years of experience in analyzing market trends, disruptive business models and technologies, and developing effective product strategy. Focused on core product management disciplines.

Paul Miller Delivery Executive, Watson Cloud and Platform, IBM

Mr. Miller is a senior executive, change agent and results-oriented leader with 20 years of experience providing fiscal, business development and operations leadership, driving organizational change in uniquely challenging situations. He is responsible for select US clients and Latin America region of IBM’s Watson business including delivery management, account management, sales management and people management.