Blue Cross and Blue Shield of Kansas City Enhances Digital Self-Service and Knowledge Management Capabilities by Selecting IntelliResponse Virtual Agent Technology

Leading Missouri Health Insurer Launches "Ask Us" Digital Self-Service Solution

News provided by

Mar 18, 2014, 09:00 ET

TORONTO, March 18, 2014 /PRNewswire/ -- IntelliResponse, providers of the most widely used virtual agent technology solutions for the enterprise, today announced that Blue Cross and Blue Shield of Kansas City (Blue KC) has implemented the IntelliResponse Virtual Agent technology platform. The solution adds powerful, feature-rich, enterprise digital self-service and knowledge management capabilities to Blue KC, empowering its members to perform online tasks, ask natural language questions, and receive immediate answers to their questions.

Blue KC serves nearly a million people in the Kansas City area, and the organization expected an influx of questions as a result of the Affordable Care Act. With a website redesign already in the works, Blue KC wanted to offer an improved and more engaging online experience for its members to meet the needs of members using this channel.

Using IntelliResponse digital self-service and customer engagement software, the insurer was able to launch a single knowledge base where group and individual account information is consolidated. Members are now able to go online to the Blue KC website, ask a range of billing, policy or insurance coverage questions in natural language, and receive the precise answer they are looking for.

"As policy holders rely more and more on digital channels to get answers to their questions, delivering a superior online experience has become imperative," said David Lloyd, CEO of IntelliResponse. "Members expect to be able to find information about their insurance plans online. With IntelliResponse's Virtual Agent technology, Blue KC is empowering its members with effective and highly engaging digital self-service tools. This enables Blue KC to manage the high volume of questions they receive in a cost-effective manner, better understand the needs of their members, and continually enhance the online experience.

"Our new website was designed with our members in mind. We want to ensure users can quickly and easily navigate to find the information they seek," said Deb McCabe, Department Vice President of Customer Experience at Blue KC. "The IntelliResponse Virtual Agent solution will help us respond to the changing interests and needs of our customers."

In the coming months Blue KC plans to customize answers for different customer demographics and add the "Ask Us" tool to its consumer portal and mobile optimized web site.

About IntelliResponse
IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world. Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse – including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State University, Yale University and Harvard University Extension School.

For more information about IntelliResponse, visit www.intelliresponse.com

About Blue Cross and Blue Shield of Kansas City
Blue Cross and Blue Shield of Kansas City, the largest not-for-profit health insurer in Missouri and the only not-for-profit commercial health insurer in Kansas City, has been part of the Kansas City community since 1938. Blue Cross and Blue Shield of Kansas City provides health coverage services to more than one million residents in the greater Kansas City area, including Johnson and Wyandotte counties in Kansas and 30 counties in Northwest Missouri. Our mission: to use our role as the area's leading health insurer to provide affordable access to health care and to improve the health and wellness of our members. Blue Cross and Blue Shield of Kansas City is an independent licensee of the Blue Cross and Blue Shield Association. For more information on the company, visit its website at BlueKC.com.