eHealth推出AI语音代理以提升健康计划选择中的客户体验-动脉网

eHealth Introduces AI Voice Agents to Enhance Customer Experience in Health Plan Selection

CISION 等信源发布 2025-04-30 21:00

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New capability uses artificial intelligence (AI) to help streamline and improve

新技术利用人工智能（AI）来帮助简化和改进

how consumers comparison shop for health plans

消费者如何对比选购健康计划

New research finds 74% of people are willing to interact with an AI assistant

新研究发现，74% 的人愿意与人工智能助手互动。

when calling customer service

当拨打客户服务电话时

AUSTIN, Texas

德克萨斯州奥斯汀

，

April 30, 2025

2025年4月30日

/PRNewswire/ --

eHealth

电子健康

, Inc. (Nasdaq:

公司（纳斯达克：

EHTH

), a leading private online health insurance marketplace, today unveiled a new AI-based voice, non-licensed agent designed to streamline the health insurance plan selection process. This launch marks a significant milestone in eHealth's ongoing, multi-year strategy to leverage AI empathetically, enhancing the expertise of licensed insurance agents to provide an exceptional consumer experience..

），一个领先的私营在线健康保险市场，今天推出了一款基于人工智能语音的非持牌代理，旨在简化健康保险计划的选择过程。此次发布标志着eHealth持续多年的利用人工智能战略的一个重要里程碑，该战略通过富有同理心的方式增强持牌保险代理的专业能力，从而为消费者提供卓越的体验。

继续阅读

eHealth introduces AI voice agents to enhance customer experience in plan selection.

电子健康引入了人工智能语音代理，以增强客户在计划选择中的体验。

The AI-based voice agents started by handling incoming Medicare calls to eHealth during after-hours, reducing the wait time for consumers who may otherwise need to wait longer to speak with a human screener. The AI-powered voice agents can enhance the customer experience by initiating the customer intake process, gathering personal information, checking initial eligibility, and communicating necessary disclosures..

基于人工智能的语音代理在非工作时间开始处理打给eHealth的联邦医疗保险来电，减少了消费者等待时间，否则他们可能需要等待更久才能与人工筛选员交谈。人工智能语音代理可以通过启动客户接收流程、收集个人信息、检查初步资格以及传达必要的披露信息来提升客户体验。

Since launching as a pilot earlier in 2025, among callers served by the AI agents, the program has:

自2025年初作为试点项目启动以来，在由人工智能代理服务的呼叫者中，该项目已经：

Eliminated after-hours wait times and ensured a 100% answer rate.

消除了下班后的等待时间，并确保了100%的接听率。

Nearly doubled the percentage of callers (18.5% compared to 34.5%) who expressed interest in purchasing a plan, as compared to human screeners.

与人类筛查员相比，表示有兴趣购买计划的来电者比例几乎翻了一番（从18.5%增加到34.5%）。

The AI-based agents have expanded from initially handling after-hours calls to now assisting with incoming Medicare calls during business hours on a pilot basis. In the future, the AI agents are expected to serve people calling eHealth shopping for other types of insurance plans.

基于人工智能的客服人员已经从最初处理非工作时间的电话，扩展到目前在工作时间以试点方式协助接入的联邦医疗保健计划电话。未来，这些人工智能客服有望服务于那些致电eHealth寻找其他类型保险计划的人群。

'AI has the potential to significantly improve the quality and efficiency of the shopping experience we offer, virtually eliminating waiting times for initiating the health insurance shopping process. This is particularly crucial during Medicare's busy Annual Enrollment Period,' said

“人工智能有潜力显著提高我们提供的购物体验的质量和效率，几乎消除了启动健康保险购物过程的等待时间。这在医疗保险年度开放注册期的繁忙时段尤为重要，”

Ketan Babaria

凯坦·巴巴里亚

, Chief Digital Officer at eHealth. 'Licensed insurance agents remain essential as expert guides. AI-based voice agents can help facilitate a more seamless shopping experience and more effectively connect callers to real people who are licensed and can assist in selecting the right plan.'

eHealth的首席数字官表示：“有执照的保险代理人仍然是重要的专家指导。基于人工智能的语音助手可以帮助实现更顺畅的购物体验，并更有效地将来电者与持有执照且能够协助选择合适计划的真实人员联系起来。”

In addition, a recent eHealth survey of over 500 consumers found significant interest in the use of AI to improve the experience when calling customer service.

此外，最近一项针对 500 多名消费者的电子健康调查显示，人们对于使用人工智能改善客户服务电话体验抱有极大的兴趣。

Among the findings from the survey regarding customer service in general:

关于客户服务的调查结果如下：

74% are willing to answer a few questions from an AI assistant if it means getting faster and better help later in the process.

74% 的人愿意回答人工智能助手的一些问题，如果这意味着在后续过程中能够获得更快、更好的帮助。

56% agree that working with an AI assistant can provide them with faster, more accurate help.

56% 的人认为，与 AI 助手合作可以为他们提供更快、更准确的帮助。

66% said long hold times are the biggest frustration when calling customer service, followed by difficulty reaching a real person (59%) and poorly trained agents (42%).

66%的人表示，拨打客户服务电话时，长时间的等待是最令人沮丧的问题，其次是难以联系到真人（59%）和代理培训不足（42%）。

Babaria added: 'The response from our customers has been amazing, with 60% of callers rating their experience as exceptional. With consumers increasingly expecting on-demand service 24/7, we expect AI to serve as a powerful tool in making that possible.'

巴巴里亚补充道：“客户的反响非常热烈，有60%的来电者对他们的体验评价为卓越。随着消费者日益期望每周7天、每天24小时的按需服务，我们预计人工智能将成为实现这一目标的强大工具。”

Key features of the new eHealth AI-based voice agents:

新的基于电子健康的AI语音助手的主要特点：

Streamlined information gathering.

精简的信息收集。

Using a conversational approach, the AI-based voice agents gather key details, including personal information, initial eligibility, and plan preferences. By streamlining the process, the AI agents can eliminate wait times and reduce the effort required for callers to shop for health benefits, making the plan selection process more accessible for everyone..

采用对话式的方法，基于人工智能的语音代理收集关键细节，包括个人信息、初步资格和计划偏好。通过简化流程，人工智能代理可以消除等待时间，减少呼叫者购买健康福利所需的努力，使计划选择过程对每个人来说都更加便捷。

Enhanced accuracy and cost efficiency.

提高精度和成本效率。

Using advanced algorithms and voice-recognition technology, the AI agents help minimize errors and ensure callers are matched with an appropriate licensed insurance agent to then review appropriate plan options based on location, health care goals and budget. Compared to human screeners, the AI agents are more cost efficient..

通过使用先进的算法和语音识别技术，人工智能代理有助于减少错误，确保呼叫者与合适的持牌保险代理匹配，然后根据地点、医疗目标和预算审查适当的计划选项。与人工筛选相比，人工智能代理更具成本效益。

User-friendly and consistent service:

用户友好且一致的服务：

The intuitive experience of the AI-based voice agents enables users to provide initial information more easily and start the plan selection experience, while expediting the process once the caller is connected to a live, licensed insurance agent. The AI agents are designed to answer all customer questions with empathy and patience, with feedback from callers emphasizing feelings of being respected and valued..

基于人工智能的语音代理的直观体验使用户能够更轻松地提供初始信息并开始计划选择体验，同时在呼叫者连接到现场持牌保险代理人后加快流程。人工智能代理旨在以同理心和耐心回答所有客户问题，来自呼叫者的反馈强调了被尊重和重视的感觉。

About eHealth (NASDAQ:

关于电子健康（纳斯达克：

EHTH

)

We're Matchmakers. For over 25 years, eHealth has helped millions of Americans find the healthcare coverage that fits their needs at a price they can afford. As a leading independent licensed insurance agency and advisor, eHealth offers access to over 180 health insurers, including national and regional companies..

我们是匹配专家。25多年来，eHealth帮助数百万美国人找到了符合他们需求且价格可承受的医疗覆盖计划。作为一家领先的独立授权保险机构和顾问，eHealth提供了接入超过180家健康保险公司的渠道，其中包括全国性和地区性公司。

For more information about eHealth, visit

有关电子健康的更多信息，请访问

ehealth.com

电子健康网

or follow us on

或关注我们

领英

，

Facebook

，

Instagram

, and

，以及

. Open positions can be found on our

. 我们的开放职位可以在

career page

职业页面

。

eHealth media inquiries:

电子健康媒体查询：

pr@ehealth.com

Investor Relations Contact:

投资者关系联系人：

Kate Sidorovich, CFA

凯特·西多罗维奇，CFA

Senior Vice President, Investor Relations & Strategy

高级副总裁，投资者关系与战略

investors@ehealth.com

投资者@ehealth.com

Forward Looking Statements

前瞻性声明

This press release contains statements that are forward-looking statements within the meaning of federal securities laws. Forward-looking statements in this press release include, but are not limited to, statements relating to the following: our investment in AI-based voice agent capabilities and expected impact of these investments on our business; our expectations regarding call times, quality and efficiency, customer experience, expectations and acceptance, and the effectiveness of our live agent services, with the AI capabilities; expected cost savings achieved by the AI-based voice agent capabilities; our expectations regarding our technological and operational capabilities and timing; our business, industry and market trends, including market opportunity, consumer demand and our competitive advantage; and other statements regarding our future operations, financial condition, prospects and business strategies..

本新闻稿包含符合联邦证券法定义的前瞻性陈述。本新闻稿中的前瞻性陈述包括但不限于以下相关陈述：我们对基于人工智能的语音代理能力的投资及这些投资对我们业务的预期影响；我们对通话时长、质量与效率、客户体验、预期与接受度以及结合人工智能能力的实时代理服务有效性的期望；基于人工智能的语音代理能力预期实现的成本节约；我们对技术与运营能力及时间表的预期；我们的业务、行业和市场趋势，包括市场机会、消费需求和我们的竞争优势；以及其他关于我们未来运营、财务状况、前景和业务战略的陈述。

Forward-looking statements are inherently subject to various risks and uncertainties that could cause actual results to differ materially from the statements made. The risks and uncertainties that could cause our results to differ materially from those expressed or implied by such forward-looking statements include those described in eHealth's most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q filed with the Securities and Exchange Commission and available on the investor relations page of eHealth's website at .

前瞻性陈述本质上受多种风险和不确定性的影响，这些风险和不确定性可能导致实际结果与所作陈述存在重大差异。可能导致我们的结果与这些前瞻性陈述中表达或暗示的结果存在重大差异的风险和不确定性包括 eHealth 最近提交给证券交易委员会的年度报告（Form 10-K）和季度报告（Form 10-Q）中描述的内容，这些报告可在 eHealth 官方网站的投资者关系页面查阅。

https://www.ehealthinsurance.com/

and on the Securities and Exchange Commission's website at

并在美国证券交易委员会的网站上

www.sec.gov

。

Internal eHealth analysis of after-hours Medicare calls served by AI agents, 2025

2025年AI代理处理的下班后医疗保险电话的内部电子健康分析

Findings are based on a survey of 508 Americans drawn from the general population; the survey was conducted through a third-party survey vendor in April of 2025 and had a probability sampling error of +/-4%.

调查结果基于对从普通人群中抽取的508名美国人的调查；该调查于2025年4月通过第三方调查机构进行，概率抽样误差为 +/-4%。

SOURCE eHealth, Inc.

来源：电子健康公司

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