Voicegain is excited to announce the launch of Voicegain Casey, a payer focused AI Voice Agent that transforms the end-to-end call center experience with the power of generative AI. Voicegain Casey is a software suite of the following three Voice AI SaaS applications that helps a health plan or TPA call center improve operational efficiency and increase the CSAT and NPS (Net Promoter Score):

A. Voicegain Casey - Suite of Generative AI-Powered SaaS Applications

1. AI Voice Assistant:

The AI Voice Assistant replaces a touch-tone IVR with a modern LLM-powered conversational AI Phone Agent. The AI Phone Agent can answer all calls that are received at a Health Plan or TPA Call center. It engages callers in a natural conversation and automates routine telephone calls like Claims Status, eligibility inquiries and eligibility verifications. In our experience, there is a very compelling business case to automate provider phone calls in Health Plan and TPA call centers and Voicegain Casey is specifically designed to do this. The AI Voice Assistant is also trained to perform HIPAA Validation and triaging of calls. So if the AI has not been trained to answer a specific question, it routes the call to the call center for live assistance.

2. AI Co-Pilot: 

Voicegain AI Co-Pilot is a browser extension that runs as a browser side-panel of Call Center Agent's CRM. The Co-Pilot is integrated with the Contact Center/CCaaS platform of the Payer. When a call transferred by the AI Voice Assistant is eventually answered by a Live Agent, all the information collected by the AI Voice Assistant is presented as a "Screen-Pop" on the Desktop of the Live Agent (also referred to as CTI). This CTI/Screen pop feature ensures that the front-line call center staff do not have to ask the customer to repeat any information that was provided to the AI Voice Assistant. In addition to the Screen-Pop, the AI Co-Pilot also guides the front-line call center staff in real-time by listening, transcribing and analyzing the conversation and providing real-time guidance . The AI Co-Pilot also generates a summary of the conversation within five seconds of the completion of the call. This automated summarization easily saves 1-2 mins of wrap-up time or after call work which is very common in these health plan and TPA call centers.

3. AI QA & Coach:

Voicegain AI QA & Coach is a browser-based AI SaaS application that is used by Team-leaders, QA Call Coaches/Analysts and Operations Managers in a call center. This AI SaaS app can record and measure the sentiment of the callers, analyze the QA score and provided automated coaching tips to the Agents. Voicegain uses the latest open-source reasoning LLMs (like LLAMA 3, Gemma) and closed-source reasoning models like o-3 from Open AI. With the power of modern reasoning models, almost the entire QA score-card (at least 80% of the questions) can be easily answered with modern reasoning-based LLM models. This SaaS App also provides a database of all whole-call-recordings of the entire conversation of the customer - which includes the AI Voice Assistant part, the transfer to the specific Call Center queue and eventually the entire conversation between the Live Agent and the Caller.

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B. Integrations

Voicegain Casey requires the following 3 key integrations to help with automation and real-time assistance.

1. Contact Center Platform/CCaaS Platform

Voicegain Casey integrates with modern CCaaS platforms. Current Integrations include Aircall, Five9, Genesys Cloud. Planned integrations include Ringcentral, NICE CXOne and Dialpad.

2. CRM Software

Voicegain Casey integrates with the CRM software of the Health plan or the TPA. This can be an off-the-shelf CRM like Zendesk or Saleforce. It can also be a proprietary/homegrown CRM. As long as the CRM is a browser-based SaaS application, this should not be an issue. Voicegain Casey AI Co-Pilot is a browser-extension that is installed in the side-panel of the same browser tab as the CRM. At the end of the call, the summary of the call is automatically generated and available on the browser extension within 5 seconds of the end of the call.

3. Eligibility & Claims

Voicegain Casey needs access to the member data (for HIPAA Validation) and claims data.

C. Demo and Additional Information

For further information on Voicegain casey, including a demo, please visit this link

D. Give us a shout!

If you would like to understand Voicegain Casey in more detail or if you would prefer a detailed product demo over a Zoom video call, please do not hesitate to send us an email. You can reach us at sales@voicegain.ai or support@voicegain.ai

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