Member Shopping
Storyboard Text
- Thinking about a suitable plan
- How can i find the right insurance for me?
- I should call Cigna helpline. They might help.
- Talks to Customer Care
- Hi, My name is Jack. I am planning to enrol in a Medicare plan. Can you help me choosing the right plan?
- Hi, Thank you for calling Cigna. My name is Ava. How can i help you?
- Call Center Agents opens Chatbot
- Jack, a Medicare beneficiary, is looking to purchase a Medicare Advantage plan from Cigna. Jack is 68 years old and lives in Duval county, Florida. He is having diabetes along vision and hearing problems. He is looking for a plan which will cover these as plan benefits.
- Call Center Agent considers Jack queries
- Jack calls on member helpline and talks to the call center agent. Call Center agent, Mary, picks up the phone and ask Jack about the insurance he wants to buy.
- Call Center Agent suggests the right plan
- Jack asks for a plan available in Duval county and tells the call center agent about his existing health issues. Jack tells the agent that he is looking for a plan which has the lowest out-of-pocket expenses for urgent care services.
- Jack selects the right plan.
- I am happy that i got the right suitable plan for my needs.
- The call center agent uses the chatbot to find plans that are available in Duval county with benefits covering urgent care services. The call ceneter agent asks if Jack has issues with hearing and needs routine eye exam.
- The Call center agent uses the chatbot by taking all the inputs from Jack and Chatbot scans through all the relevant plan documents and suggest the right plan to the agent. The call center agent informs Jack about the plan which right fits into his needs.
- Jack selects the Cigna plan.
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