Case Study: Clearwater Benefits achieves faster verification and shorter handle times with Observe.AI VoiceAI

Clearwater Benefits cuts verification to 90 seconds with Observe.AI

Clearwater Benefits, a healthcare payer, faced challenges in scaling its contact center operations as call volumes grew. Manual verification processes were adding significant time to each call, increasing average handle time and limiting agent capacity. To modernize intake and improve efficiency, Clearwater partnered with Observe.AI.

By implementing Observe.AI's VoiceAI Agent, Clearwater automated the member and provider verification process. This solution reduced verification time from over two minutes to just 90 seconds and cut overall average handle time by 30%, from 8 minutes to 5.5 minutes. The automation handled 80% of verifications, freeing agent capacity and reducing callback requests and abandoned calls, which significantly increased the contact center's operational efficiency.

Clearwater Benefits