Case Study: a regional health plan transforms member service with Ushur AI self-service

Regional Health Plan handles 25,000 monthly member calls with Ushur AI self-service

a regional health plan was challenged by high monthly call volume, handling approximately 25,000 member calls for routine services. This process created delays for members and prevented service representatives from focusing on more complex needs. The organization partnered with Ushur to implement an AI-powered self-service solution to address this.

Using Ushur's AI agent, the health plan automated four high-volume services, including benefits questions and claim status checks, in seven languages. The solution resulted in thousands of self-service interactions being completed within weeks of launch, successfully reducing call volume and shifting routine tasks to efficient, instant digital service. Ushur enabled the organization to preserve human capacity for more complicated member needs.