Case Study: a top 10 healthcare payer improves benefit search and customer support with Progress Semaphore and MarkLogic

Top 10 Healthcare Payer reduces support costs with Progress Software Smart Search

A top 10 healthcare payer faced the challenge of responding to member queries about benefits and coverage. The complex language used in healthcare plans made it difficult for their customer support team to quickly find answers. To address this, they worked with Progress Software, utilizing its Semaphore Semantic AI platform and MarkLogic database to build a Smart Search strategy.

Progress Software implemented a solution where Semaphore's AI and natural language processing enriched benefit documents with metadata, which was then stored in the MarkLogic database. This allowed search terms to be semantically expanded to find relevant results. The result was a reduction in support costs, increased staff and member satisfaction, and the ability for the customer support team to quickly and accurately respond to requests.