TrampolineAI, an AI-powered contact heart platform for well being plans, launched on Thursday. It was constructed at Redesign Well being, a healthcare innovation firm.
Payers’ contact facilities typically cope with excessive name volumes and outdated programs, resulting in lengthy wait instances for members. That’s what San Francisco-based TrampolineAI hopes to resolve. Its platform sits on prime of name facilities’ infrastructure, akin to cellphone programs. It analyzes well being plan paperwork, claims information, member histories and stay name transcripts.
By doing this, TrampolineAI is ready to present name heart brokers with correct data on members through the name. It additionally offers brokers with step-by-step steerage on methods to deal with calls, together with customized suggestions personalized to the member’s plan. As well as, it gives automated name summaries and real-time sentiment evaluation and compliance monitoring.
Name facilities are necessary for medical health insurance corporations, appearing because the “entrance door” to the enterprise, based on Mike Bourke, CEO and co-founder of TrampolineAI. It’s the primary approach well being plans work together with members, and they’re rated primarily based on these interactions via star scores. Nonetheless, the common first-call decision price is 52%, that means about half of sufferers should make a number of calls in an effort to get their problem resolved.
“Regardless of their greatest efforts and regardless of spending a ton of cash to strive to do that, they’re failing,” Bourke mentioned in an interview. “If you happen to’ve received to name your medical health insurance firm, it’s fairly painful. You spend a number of minutes the place they only strive to determine who you’re and what plan you will have. Then you definately lastly get to your query, and so they’re both going to switch you over otherwise you’re gonna should repeat your self or they’re gonna put you on maintain for minutes at a time.”
With TrampolineAI, brokers are in a position to spend extra time connecting with the members, he added.
“After they have that human connection, and so they reply the questions, they then earn the correct to speak to that member about different issues that basically impression not solely their well being and wellbeing, however the general value for the payer as effectively,” Bourke mentioned. “So issues like, ‘Oh, Mike hasn’t been in to see his main care doctor for an annual checkup for 4 years now.’”
TrampolineAI’s companies are for all well being plans, together with business, Medicare Benefit and Medicaid. It additionally works with third social gathering directors and supplemental advantages. It makes income via a conventional software-as-a-service mannequin.
It has raised pre-seed funding from Redesign Well being, and will probably be going out for a seed spherical within the subsequent month, Bourke famous. The quantity it’s raised is undisclosed, nonetheless.
A number of different corporations provide instruments for name facilities, together with Five9 and Talkdesk. However TrampolineAI differentiates itself by specializing in healthcare and well being plans.
In the end, by launching its platform, the corporate goals to “enhance the general member expertise” in healthcare, Bourke mentioned.
Image: Yuichiro Chino, Getty Photos
