Core Insights - HealthEquity, Inc. is enhancing member experience by deploying advanced agentic AI technology in collaboration with Parloa, aiming to provide personalized and conversational support for its members [1][5][6] Group 1: AI Technology Implementation - The new agentic AI solution will allow members to interact naturally across various channels, including voice calls, mobile app chat, and web-based conversations, eliminating the need for complex phone menus [3][4] - The AI system is designed to understand member intent and maintain context throughout interactions, blending AI capabilities with human support for a more efficient service experience [4][5] Group 2: Commitment to Member Experience - HealthEquity's Chief Customer Officer emphasized the importance of empathy in customer interactions, recognizing that members often reach out during challenging moments [2] - The company is committed to ongoing technology investments to enhance member outcomes, with a phased rollout of the agentic AI technology starting in November and expanding throughout 2026 [6][8] Group 3: Existing AI Solutions - HealthEquity has already implemented several AI-powered solutions, including Expedited Claims AI, which saves members an average of 70% of the time spent on claims entry, and HSAnswers, which provides fast, personalized responses to HSA-related inquiries [7][8] - The HealthEquity Assist™ suite offers integrated solutions that drive engagement and cost savings through real-time data analytics and personalized rewards [7] Group 4: Company Overview - HealthEquity administers HSAs and other consumer-directed benefits for over 17 million accounts, partnering with employers and benefits advisors to empower healthcare consumers [9]

Core Insights - WestCX has launched an agentic AI solution aimed at optimizing pharmacy-patient interactions, enhancing medication adherence, and reducing operational strain [1][3][5] Company Overview - WestCX is part of the West Technology Group and offers AI-powered omnichannel solutions, including brands like Mosaicx and TeleVox, focusing on automating interactions and improving customer satisfaction [7] Solution Features - The new solution automates patient communications, allowing pharmacies to handle repetitive inquiries efficiently, thus enabling staff to concentrate on critical patient care [3][5] - It utilizes conversational AI and agentic capabilities to provide personalized interactions based on patient behavior and context [2][3] Impact on Operations - Early adopters of the solution report significant improvements, including up to 80% automation of standard inquiries, leading to resource optimization for core operations [8] - The solution is expected to increase refill rates by 20-35% through timely and personalized outreach, contributing to higher medication adherence [8] Patient Experience Enhancements - The solution offers intuitive tools for patients, such as smart map links for pickups, integrated web payments for faster checkouts, and pickup barcodes to minimize wait times [5] Long-term Benefits - Embedded analytics and AI-driven optimization within the solution are designed to refine performance over time, driving higher ROI and sustained adherence [5]