Independence Blue Cross (IBX) has started working with Hippocratic AI, a health care technology company focused on safety-centered artificial intelligence, to introduce conversational voice AI support for members. This new capability is designed to help members access information, connect with appropriate resources, and better navigate their health care experience.
This work is part of IBX’s broader effort to make it easier for members to navigate their health care. Members increasingly expect the same convenience from their health plan that they get from other parts of daily life, and voice AI gives IBX a way to meet that expectation.
“We’re always looking for better ways to stay connected with our members. Voice AI helps us do that, whether we’re answering a question or reaching out to make sure members have the information they need, so they can spend less time navigating their coverage and more time focused on their health,” said Ravi Chawla, vice president and chief analytics officer at Independence Blue Cross.
IBX intends to use voice AI to support member outreach and engagement efforts, better understand their health plan, and connect with appropriate resources. It is not used to make claims, prior authorization, or coverage decisions. Those determinations continue to be handled through IBX’s existing clinical and administrative processes. Members will always be told when they’re interacting with AI, and human support remains available whenever a member needs or prefers it.
“We’re honored to partner with IBX. By leveraging voice AI designed with a strong focus on safety, transparency, and member engagement, IBX is taking an innovative step toward better member engagement,” Jonathan Gainor, chief commercial officer at Hippocratic AI.
IBX plans to introduce voice AI in phases and will evaluate member feedback before expanding to additional uses. Every interaction is designed to be transparent, and members can request a human representative at any time.
“We’re approaching this the same way we approach every change that affects our members: carefully, transparently, and with their trust as the priority,” Chawla added. “Voice AI is a tool to support our members, not a replacement for the people who serve them.”
Media contact:
Diana Quattrone
215-815-7828 (cell)
Diana.Quattrone@ibx.com
