Turn Every Rep into a Benefit Expert. Transform Your Call Center Economics.
ServiceSense: Speak with Absolute Authority. Secure their Trust.
Every second a CSR spends hunting through fragmented systems or deciphering PDFs costs you money and erodes member trust. Trust is built in the moment a question is answered without hesitation and error. We equip your frontline with the deterministic intelligence trusted by Fortune 20 carriers, calculating mathematically perfect answers from every source of truth instantly. By entirely eliminating the cognitive burden of manual research, we empower your team to drive immediate, measurable ROI. Slash Average Handle Time (AHT), maximize First Call Resolution (FCR), and drastically reduce costly escalations—all while securing unshakeable member trust from the very first call.
Reduce Handle Time Expenses
Improve CSAT, NPS, and Consumer Experience
Improve Representative Productivity and Engagement
Turn Certainty Into Immediate ROI
>30%
Reduced AHT
Time is money. Replace manual document searches and fragmented portal lookups with instantaneous, calculated benefit responses that get members off the phone faster and happier.
20%
Increased productivity
When you dramatically lower AHT, maximize First Call Resolution, and eliminate Tier-2 escalations, the overarching cost of servicing each member plummets. ServiceSense turns call center overhead into measurable, immediate financial returns.
25%
Improved first-call resolution
Stop the costly callback loop. Give CSRs the mathematically exact answers they need to resolve complex queries instantly, severely reducing escalations and repeat calls.
100%
Response accuracy
You cannot build trust on an estimate. Because our engine maps directly to the legally binding policy rules, your frontline delivers perfectly accurate answers every single time. Eradicate the financial and legal liability of incorrect determinations.
50%
Increased speed to CSR proficiency
Cut your training budget. Our engine handles the complex policy logic, empowering new hires to navigate difficult calls with the speed and accuracy of seasoned veterans in days, not months.
20%
Improved Member Satisfaction
Health insurance is fundamentally a promise, and trust is the ultimate currency. Eliminate the guesswork. Turn stressful service calls into powerful drivers of unshakeable loyalty and surging NPS.
Zero Guesswork. Absolute Certainty. Arm Your Frontline with Instant Clarity.
Your customer service representatives are the frontline of member trust. You cannot expect them to build loyalty while simultaneously acting as compliance officers and data miners. Forcing reps to parse complex policy documents or rely on probabilistic AI models creates friction, costly rework, and blown AHT metrics.
ServiceSense removes the cognitive burden of benefit calculation entirely. We empower your frontline to defend the member relationship with mathematical certainty. By automating the complex logic and delivering exact answers to the most convoluted benefit questions instantly, ServiceSense gives your reps the deterministic certainty they need to handle the toughest benefit questions on the very first try - so your team stops searching and starts serving.
Complex Terminology. Clear Answers.
Unshakeable Trust.
Members and CSRs rarely speak the language of complex medical terminology or clinical codes. Sensentia bridges this divide without compromising certainty. Our deterministic engine processes natural language and user intent, instantly translating everyday questions into mathematically precise queries against the member sources of truth.
We provide the intuitive, conversational support while guaranteeing fully auditable, legally accurate responses that eliminate liability. Instant accuracy and verifiability are the means, but securing member trust is the ultimate goal.
Find Plan Benefits with Minimal Navigation and No Digging
Digging through EOC documents and utilizing inefficient systems wastes time, frustrates reps, angers members, lengthens calls, and reduces overall performance. ServiceSense alleviates all of these problems and more.
The software enables your reps to find an answer in seconds rather than minutes, hours, or days. Here’s how it works:
Type in a query using as few as three characters.
Select the proper location or modifier and view high-level costs with summary information.
View comprehensive information with a simple click.
Screen displays all relevant information to service client.
Empower Representatives to Serve Members with Confidence and Precision
ServiceSense provides easy-to-access benefit details and support to representatives, enabling them to confidently execute customer inquiries and requests. The result is increased first-call resolution rates, reduced turnover, shorter call times, reduced grievances, and much more.
Instantly verify deductibles, copays, inclusions, exclusions, and more at a glance.
Compare up to 3 plans side by side to easily pinpoint plan differences.
Provide your members with access to care and peace of mind.
Meet Customer Demand and Surpass KPI Targets with Fewer Representatives
Having access to Sensentia as an ultimate source of truth means increased representative productivity. The software enables teams to wow members by providing them with consistent, accurate information in less time.
Train reps to full proficiency in hours instead of days or weeks.
Straightforward, fast answers mean customers get help quicker and without a struggle.
Increase call capacity per representative.
View Comprehensive Benefit Information in a Simplified Form
From deductibles and copays to prescription drug coverage and subsidies, ServiceSense displays all member benefit information on a streamlined interface. It was meticulously designed to draw attention to the answers.
No unnecessary information.
Benefits are presented in a clear and methodical order.
Ease of eye strain and research fatigue.
Calculate your ROI
Estimated current cost for handling benefits related calls
USD20,000,000
How We Help You Reduce Costs
Call Length Benefits
Estimated future cost for handling benefits related calls at reduced AHT:
$15,500,000.00
Estimated savings:
$4,500,000.00
First-Call Resolution Benefits
Estimated future cost for handling benefits calls with increased FCR:
$17,000,000.00
Estimated savings:
$3,000,000.00
Call Volume Reduction from Self Service Benefits
Estimated future cost for handling benefits calls with self-service option:
$18,000,000.00
Estimated savings:
$2,000,000.00
Total estimated savings:
$9,500,000.00
Additional ServiceSense Features
Customizable interface
ServiceSense is tailored to your current workflow, minimizing change management requirements and ensuring painless adoption.
Reliable accuracy
Rely on ServiceSense for legally sound, fully auditable answers you can trust.
Natural language and synonym logic
ServiceSense understands both clinical and natural language. The ability to use formal and informal search terms enhances the benefit search experience.
Faster training
ServiceSense is so easy to use that reps need minimal training to become fully proficient.
Real-time subsidy adjustments
Use a convenient dropdown menu to select a member’s subsidy level and watch benefit information update immediately.
Easy Integration
Our Solutions can be integrated into your CRM to ease change management.
Compare Plans
Easily compare up to three plans if the member is dissatisfied and wants a plan change.
Considers all accumulators
Our system is designed to consider deductible and MOOP status in responses.
