AI BriefingMyPlanAdvocate
Key point
MyPlanAdvocate adopted ElevenLabs' AI voice agents to automate pre-qualification before insurance enrollment, doubling consultation conversion rates.
Details
US insurance brokerage MyPlanAdvocate adopted ElevenLabs AI voice agents to manage the explosive demand that occurs every year during the Medicare Annual Enrollment Period (AEP), which runs from mid-October to early December.
The existing human-driven pre-qualification approach had problems including rising costs from hiring short-term staff, bias resulting from agents' subjective judgment, and overload on specialized agents' workloads. To solve this, MyPlanAdvocate needed a neutral, scalable AI pre-qualification layer.
The ElevenLabs AI agent verifies customer eligibility through real-time conversation, achieving the following results:
- Handling approximately 210,000 inbound calls per month on average
- A 2x increase in conversion rate for consultations that went through AI verification
- HIPAA compliance and high auditability
MyPlanAdvocate plans to further expand the scope of automation going forward, including AI training agents for new hire training and Disclosure agents for regulatory compliance.
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