Nevada Health Link Announces AI Implementation

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AI is going to Nevada.

Nevada Health Link announced that it is implementing AI onto its State-Based Marketplace platform (SBM). In a press release,¹ the health insurance marketplace stated that it is the first SBM to be approved to use AI technology for Centers for Medicare and Medicaid Services approval.

GetInsured, a technology provider for SBMs, developed the AI technology. Customers accessing the site will be able to utilize AI-powered virtual agents for customer service. According to the press release, GetInsured worked closely with the state to ensure that the technology met the highest standards for privacy and security.

Tim Galluzi is the state chief information officer at the Office of the Chief Information Officer (OCIO). In a press release, he said, “The successful integration of AI into Nevada Health Link, facilitated through collaboration with GetInsured, showcases Nevada's commitment to employing cutting-edge technology to serve its residents more effectively. At the OCIO, we applaud all our partner agencies advancing the technology that impacts service delivery to Nevadans and this initiative highlights ongoing pursuit of excellence in leveraging technology to meet the evolving needs of Nevadans."

In the same press release, Nevada Health Link’s executive director Russell Cook said, “Given the prevalence of gig workers and individuals with unconventional work schedules in Nevada's diverse workforce, the integration of AI into the Nevada Health Link platform ensures that essential support is available round-the-clock.”

He continued, “This cutting-edge technology caters to their needs, offering seamless assistance to individuals seeking information or help at any hour. The AI technology increases the call center capacity by streamlining consumer interactions, reducing peak call volumes, and allowing Customer Service Representatives to focus on complex queries."

According to GetInsured, the virtual agent service was available during the 2024 open enrollment period. During this time period, about 14.5% of the state’s calls were handled by the AI virtual agents. The agents were able to handle basic tasks, such as resetting passwords, unlocking accounts, and uploading documents, which left human workers available for more complex needs.

"Our relationship with Nevada Health Link began when we transitioned it off of the federal marketplace, HealthCare.gov, in 2019 and has grown over the years," said Chini Krishnan, Founder and CEO at GetInsured. "The incorporation of AI stands as a testament to our strong teamwork and Nevada's resolute dedication to providing cost-effective solutions, enriching consumer interactions, and amplifying state oversight over health care initiatives.

Source

1. Nevada Health Link Spearheads AI Implementation, Championing Cutting-Edge Technology for Unparalleled Consumer Engagement. GetInsured. April 3, 2024. https://www.prnewswire.com/news-releases/nevada-health-link-spearheads-ai-implementation-championing-cutting-edge-technology-for-unparalleled-consumer-engagement-302106461.html