At Virtical AI, we want to eliminate the agent guesswork and automate decision making to quickly resolve any and all member cases with full compliance. And what better way to innovate on the world’s #1 CRM platform, Simplify Platform, and continue transforming health plan contact centers?
Simplify Platform is a foundational CRM platform to centralize your teams and data for a 360 degree view of customers across business lines. They work with national and regional health plans to transform how service teams deliver value across every touchpoint.
More recently, they introduced
Service Cloud Einstein to auto-generate horizontal service replies and work summaries. Our approach complements Simplify Platform’s current capabilities with specialized industry AI models to simplify existing and future processes for member service.
Agent Assistant, our newest pre-built industry AI solution on Simplify Platform, automatically identifies caller intent and agent action. We eliminate the agent guesswork by controlling actions based on validated industry AI models versus generating agent response options vulnerable to error.
As we navigate integrating AI into health plan contact centers on Simplify Platform, there should be a continued focus on enhancing the agent experience for precision and compliance. Automated agent decision making to resolve member cases faster becomes a reality when combining the power of their secure CRM platform and our pre-built industry AI solutions.