May 17, 2019 Press reports

Arvato introduces BEN - your AI driven voice assistant that delivers benefit and provider information

Arvato has developed an AI driven voice assistant, which supports members in easily finding their member specific information by just asking a question via voice interface. The platform solution covers benefit and provider information as well as content for all general FAQ’s. The aim is to improve the accessibility of information, increase member satisfaction and avoid calls to the customer care center.

“In the complex world of healthcare benefits, members want an easy and quick answer to their most pressing questions. Instead of calling in or searching online, our smart assistant follows this trend and offers the most convenient way to find your information”, says Stephan Hackert, Head of Corporate Information Management Arvato US.

The smart assistant distinguishes itself from the existing conversational user interfaces by a strong learning algorithm. This self-learning functionality gives the user the opportunity to ask a broader range of questions and to master more complex tasks such as asking clarifying questions and identifying personal preferences depending on the member approval. The basic functionality covers all benefits at the plan level along with the FAQ’s. An enhanced version is capable of providing predictive analysis accessing  member data, the provider network with direct links to navigation. The fully customizable tool integrates easily with existing member portals, browser- or app-based services.

The platform solution allows for a quick implementation based on an existing mapping of benefits and geo-location services. Adding health insurance and plan specific information can be done via different formats and is fully automated. Arvato’s long term experience in handling provider data ensures a safe and fast integration if a provider search should be added.

About Arvato

Arvato SCM Solutions is an innovative and international leading service provider in the field of supply chain management and e-commerce. Partners come together with industry specialists in the fields of automotive, bank, insurance, consumer products, healthcare, high tech, entertainment, publishing and telecommunication. More than 14,000 employees work together to provide practical and relevant solutions and services worldwide. Using the latest digital technology, Arvato develops, operates and optimizes complex global supply chains and e-commerce platforms, as the strategic growth partner for its customers. Arvato SCM combines the know-how of its employees with the right technology and appropriate business processes to measurably increase the productivity and performance of its partners.

Arvato SCM Solutions is part of Arvato, a leading international service provider. Approximately 70,000 Arvato employees in more than 40 countries design and produce innovative solutions for business customers from all over the world, covering a wide range of business processes along integrated service chains. These include financial, CRM, SCM and IT solutions, as well as digital marketing services. Arvato is a wholly owned subsidiary of Bertelsmann.

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