eHealth Advances its AI Strategy with Expanded Voice Agent Capabilities

Core Insights - eHealth has expanded the capabilities of its AI voice agent, Alice, to assist with both enrollment and post-enrollment calls for Medicare Advantage beneficiaries, enhancing customer experience and efficiency [1][3][4] Group 1: AI Implementation and Customer Experience - eHealth is leveraging AI technology at scale, distinguishing itself from other Medicare brokers and improving customer experience [2] - A survey indicated that 50% of Medicare beneficiaries are interested in using AI agents for assistance, highlighting consumer openness to AI in healthcare [3] - Since its launch in 2025, Alice has eliminated after-hours wait times, achieving a 100% answer rate and receiving an "exceptional" rating from 77% of callers [6] Group 2: AI Capabilities and Future Plans - Alice currently handles after-hours inquiries, initial enrollment assistance, and service calls, with plans to extend its capabilities to other health insurance types [4] - The AI agent provides information on application status, ID card inquiries, billing questions, and respects customer communication preferences [5] - After-hours calls assisted by Alice showed a 30.9% interest in purchasing a plan, compared to 24.4% for human agents, indicating the effectiveness of AI in driving customer engagement [6]