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Speech at CIGNA

Speech at CIGNA. Beth Lira August 7,2006. Divider page title goes here. CIGNA Overview. CIGNA is one of the largest investor-owned health and related benefits companies. Comprehensive portfolio of health, pharmacy, behavioral, dental, disability, life, accident and international businesses.

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Speech at CIGNA

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  1. Speech at CIGNA Beth Lira August 7,2006

  2. Divider page title goes here

  3. CIGNA Overview • CIGNA is one of the largest investor-owned health and related benefits companies. • Comprehensive portfolio of health, pharmacy, behavioral, dental, disability, life, accident and international businesses. • Full-year 2005 net income of $1.63 billion.

  4. The Road to Speech • Starting point: • Touch tone application with completion rate of 10.5%. • Average 2.9MM calls per month. • Long Medical and Dental Menu's.

  5. The Road to Speech • Starting point: • Touch tone application with completion rate of 10.5%. • Average 2.9MM calls per month. • Long Medical and Dental Menu's.

  6. How did we choose our Vehicle (Partner)? • Develop cost effective resource that improves current quality and convenience of telephonic self service delivery. • Increase Member and Provider utilization rates ensuring cost reduction and improved operating efficiencies. • Provide positive caller experience with user friendly design offering both touch tone and speech recognition. • Areas of focus are usability and additional functionality. • Improve infrastructure operating efficiencies. • Determine and implement support strategy for hardware (ASP vs. CHC ownership of execution platform). • Reduce costs by implementation of pay per minute strategy versus current process of capacitating for peak times/seasonality.

  7. Our partner of choice • Full-service speech solution • VoiceXML platform hosting • Application Development • Professional Services • Flexible architecture and rapid development environment. • Experienced team of dialog designers, linguists, speech scientists, application developers and usability experts. • Developed, deployed and managed hundreds of speech applications for over 50 clients across every major vertical market including healthcare

  8. Directions • Take the Volume without issues. • 35MM calls. • Understand Member and Provider Utilization. • 55% Provider • 45% Member • Understand Member and Provider Needs. • Extensive Usability and WOZ Testing.

  9. Construction Issues? • HealthCare complexity • 200-300% more grammar work in comparison to Banks and Credit Card companies. • VXML platform new and complex. • Build for future Consumer Driven HealthCare.

  10. Where are we now? • We have gone from a completion rate of 10.5% to 13.2% 2006 YTD. • Provider - 19.1% • Member – 6% • Transfer rates are decreased. • Average length of calls is consistent.

  11. What did we change? • Reviewed our Menu’s to reduce number of prompts. • Continuous improvement using professional services to adjust grammars. • Test, Test, Test • Usability • WOZ • Record Calls • Focus on Eligibility, Benefits, & Claims Transactions.

  12. Where are we going? • Move to Natural Language by 2007. • Get customers where they want to go faster. • Move to Consumer Driven HealthCare. • Answer the questions in Self Service. • Claims Status • Eligibility Status • Benefits Status • Be the advisor of choice by getting more complex issues to trained agents quickly. • Coaching • Advise • Information

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