Sushma Akunuru, senior vice president and chief information officer at Independence Blue Cross, discussed generative AI use in a recent fireside chat titled 1682 Summer Session: Inside Corporate Innovations. 1682 is a program of innovation events, presented by digital experience consulting agency O3. The event was hosted by LIFT Labs NBC Universal at the Comcast Technology Center in Philadelphia on June 5.
During the discussion, hosted by Maureen Rinkunas, director of Insights at Rock Wealth, Akunuru highlighted how AI continues to reshape customer service in health care by improving convenience and efficiency. She discussed how tools like chatbots can quickly answer common questions, such as which services are covered under a plan or whether additional costs apply, providing members with faster and more accessible support.
Beyond customer service, Akunuru pointed to AI’s growing impact on IT operations and clinical processes, where automation is helping streamline workflows and improve productivity and accuracy. Together, Akunuru said these innovations are helping modernize health care delivery and helping to create a more responsive, member-focused experience.