TrampolineAI, an AI-powered contact heart platform for well being plans, launched on Thursday. It was constructed at Redesign Well being, a healthcare innovation firm.
Payers’ contact facilities typically take care of excessive name volumes and outdated programs, resulting in lengthy wait instances for members. That’s what San Francisco-based TrampolineAI hopes to resolve. Its platform sits on prime of name facilities’ infrastructure, corresponding to cellphone programs. It analyzes well being plan paperwork, claims information, member histories and reside name transcripts.
By doing this, TrampolineAI is ready to present name heart brokers with correct info on members throughout the name. It additionally gives brokers with step-by-step steering on how you can deal with calls, together with customized suggestions personalized to the member’s plan. As well as, it presents automated name summaries and real-time sentiment evaluation and compliance monitoring.
Name facilities are vital for medical insurance firms, performing because the “entrance door” to the enterprise, in response to Mike Bourke, CEO and co-founder of TrampolineAI. It’s the principle method well being plans work together with members, and they’re rated primarily based on these interactions by way of star scores. Nonetheless, the common first-call decision charge is 52%, that means about half of sufferers should make a number of calls with a view to get their situation resolved.
“Regardless of their greatest efforts and regardless of spending a ton of cash to attempt to do that, they’re failing,” Bourke mentioned in an interview. “If you happen to’ve acquired to name your medical insurance firm, it’s fairly painful. You spend a number of minutes the place they simply attempt to determine who you’re and what plan you’ve got. Then you definitely lastly get to your query, and so they’re both going to switch you over otherwise you’re gonna should repeat your self or they’re gonna put you on maintain for minutes at a time.”
With TrampolineAI, brokers are capable of spend extra time connecting with the members, he added.
“Once they have that human connection, and so they reply the questions, they then earn the appropriate to speak to that member about different issues that basically affect not solely their well being and wellbeing, however the general value for the payer as properly,” Bourke mentioned. “So issues like, ‘Oh, Mike hasn’t been in to see his major care doctor for an annual checkup for 4 years now.’”
TrampolineAI’s companies are for all well being plans, together with business, Medicare Benefit and Medicaid. It additionally works with third social gathering directors and supplemental advantages. It makes income by way of a conventional software-as-a-service mannequin.
It has raised pre-seed funding from Redesign Well being, and might be going out for a seed spherical within the subsequent month, Bourke famous. The quantity it’s raised is undisclosed, nonetheless.
A number of different firms provide instruments for name facilities, together with Five9 and Talkdesk. However TrampolineAI differentiates itself by specializing in healthcare and well being plans.
In the end, by launching its platform, the corporate goals to “enhance the general member expertise” in healthcare, Bourke mentioned.
Image: Yuichiro Chino, Getty Pictures
