EHealth used Regal’s Alice voice AI agent to prescreen Medicare callers. It started as an after-hours pilot in February 2025. The agent now answers every call immediately. It achieved 77% exceptional satisfaction ratings. Purchase rates rose 27% over human screeners. Alice understands emotional, unscripted caller statements. It complies with strict insurance and healthcare conversation rules. The system tolerates interruptions during required privacy statements. Callers are re-engaged before transfer to human agents. Stakeholder concerns were addressed through cross-department collaboration.
What changed
Human screeners via an outsourced call center handled all calls during Medicare open enrollment.
What it unlocks
Immediate call answering with empathetic, compliant voice AI screening for Medicare plan selection.
- 54 days Medicare open enrollment
- 500,000 calls in 54 days
- 77% exceptional satisfaction ratings
- 27% higher purchase rate
What you need to act on it
- Regal’s Alice voice AI agent
- compliance with insurance and healthcare regulations
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