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ENUS21882
ENUS21882
At a glance
IBM Watson Assistant for Health Benefits helps transform the health plan member
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• Provides around the clock (24x7), consistent and accurate answers to the
member's questions about their health plan benefits
• Helps to lower an organization's costs by providing automated cognitive agent as
part of a multichannel member strategy
• Can be used by health providers as well as health plan call center agents to
assist in quickly and accurately answer questions about health plan benefits
Overview
Watson Assistant for Health Benefits, a cloud service, delivers a cognitive member
TM
engagement service that helps health plans lower their call center costs as well as
deliver personalized customer experiences. Watson Assistant for Health Benefits is
able to ingest and analyze complex health plan benefits logic.
Built on the core conversation capabilities of IBM Watson Assistant, Watson Assistant
for Health Benefits is trained to understand health benefits. Addressing the requests
and questions from plan members or other callers improves call center efficiency
and frees up call center agents so they can deliver higher value services that
increase loyalty and brand engagement.
Main features:
Benefits:
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• Provides a 24x7 member engagement channel that can answer questions quickly
and consistently
• Helps lower call center costs by providing an automated channel for member use
• Improves call center agents' productivity by assisting them with information
retrieval in order to expedite fast, accurate, and consistent answers
• Offers providers faster access, and at all hours, to a patient's benefits and
eligibility information needed to advise the patients
• Provides insight from conversations to help improve member experiences in the
future
Key prerequisites
Internet connection
Description
Watson Assistant for Health Benefits offers a personalized experience for members
of a health plan, as well as providers interacting with health plans, to find answers
to the patient's questions regarding their health plan benefits.
Using a smart phone, tablet, or browser, an individual can log into a health plan's
website, ask a question, and get a response. This response may take the form of a
direct answer or a walk through of a process, such as filling out an application for a
new health plan, therefore, letting the member take an immediate action.
To provide this level of individual experience, Watson analyzes the specific kinds of
questions or intents that are likely to be asked by health plan members. Though
the vast majority of member questions are iterations of the same request, no two
customers are likely to ask a question exactly the same way. Watson learns how to
recognize variations of common questions. For example, when a member says, "I
need knee surgery," the member most likely has the same intent as one who says,
"What are my benefits for in-patient surgery for my knee." Both of these statements
may be interpreted by Watson as a request for details on a plan's coverage for this
type of procedure.
In order to understand the nuances and idioms of natural language, Watson has
studied publicly available documents comprised of over 300 million English-language
words. In doing so, Watson has learned how words relate to each other, in context.
This deep knowledge enables it to interpret each question asked, however the
question is asked, and to map the question to the intent it deems most appropriate.
In addition, Watson Assistant for Health Benefits can also incorporate benefit plan
rules and logic. This helps it understand the next best question and ensures the
conversation is focused on resolving the request.
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A US Section 508 Voluntary Product Accessibility Template (VPAT) containing details
on accessibility compliance can be found on the IBM Accessibility website.
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Product positioning
Watson Assistant for Health Benefits is part of the consumer portfolio within IBM
Watson Health payer solutions. It can integrate with IBM Watson Health Treatment
TM
Watson Assistant for Health Benefits uses the Watson Assistant service, as well as
other, related Watson services.
Program number
Education support
Not applicable.
Offering Information
Publications
Services
Software Services
IBM Software Services has the breadth, depth, and reach to manage your services
needs. You can leverage the deep technical skills of our lab-based, software services
team and the business consulting, project management, and infrastructure expertise
of our IBM Global Services team. Also, we extend our IBM Software Services reach
through IBM Business Partners to provide an extensive portfolio of capabilities.
Together, we provide the global reach, intellectual capital, industry insight, and
technology leadership to support a wide range of critical business needs.
To learn more about IBM Software Services, contact your Lab Services Sales or
Delivery Leader.
Technical information
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Hardware requirements
Internet connection.
Software requirements
Browser sufficient to access the service.
Planning information
Packaging
This offering is delivered through the Internet. There is no physical media.
Watson Assistant for Health Benefits uses the security and auditability features of
the host software.
Ordering information
Passport Advantage
IBM Watson Assistant for Health Benefits (5737-H95)
Charge metric
Definitions of the charge metrics for this cloud service can be found in the following
Service Description document:
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Program name PID number Charge metric Service
Description
document
number
IBM Watson 5737-H95 Conversation i26-8088
Assistant for
Health Benefits
Engagement i26-8088
Instance i26-8088
See the Cloud Services terms website to find the listed service description document
number that corresponds to the date of this announcement. Select your language of
choice and scroll down to the Charge Metrics section.
Technical support
Additional technical support information for this Cloud Service offering may be found
in the Payer section of the IIBM Watson Health Support Community or in service-
specific documentation.
Terms of Use
Cloud Service offering-specific terms are available on the Cloud Service terms
website.
Limited warranty
See the warranty defined in the applicable agreement governing Client's acquisition
for this offering.
Money-back guarantee
No
No
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Yes, information is available on the Passport Advantage and Passport Advantage
Express website.
Usage restrictions
Cloud service
See Service Description i26-8088 on the Cloud Services terms website for details
and for any new or revised restrictions.
No
No
No
Not applicable.
Important: IBM does not warrant that any systems, products, or services are
immune from, or will make your enterprise immune from, the malicious or illegal
conduct of any party.
Prices
Passport Advantage
For Passport Advantage information and charges, contact your IBM representative.
Additional information is also available on the Passport Advantage and Passport
Advantage Express website.
IBM Global Financing offerings are provided through IBM Credit LLC in the United
States, and other IBM subsidiaries and divisions worldwide to qualified commercial
and government clients. Rates are based on a client's credit rating, financing
terms, offering type, equipment type, and options, and may vary by country. Other
restrictions may apply. Rates and offerings are subject to change, extension, or
withdrawal without notice.
Financing from IBM Global Financing helps you preserve cash and credit lines,
enables more technology acquisition within current budget limits, permits
accelerated implementation of economically attractive new technologies, offers
payment and term flexibility, and can help match project costs to projected benefits.
Financing is available worldwide for credit-qualified customers.
Trademarks
Watson and Watson Health are trademarks of IBM Corporation in the United States,
other countries, or both.
IBM Watson, IBM, Passport Advantage and Express are registered trademarks of IBM
Corporation in the United States, other countries, or both.
Other company, product, and service names may be trademarks or service marks of
others.
Terms of use
IBM products and services which are announced and available in your country
can be ordered under the applicable standard agreements, terms, conditions,
and prices in effect at the time. IBM reserves the right to modify or withdraw this
announcement at any time without notice. This announcement is provided for your
information only.Additional terms of use are located at
Terms of use
For the most current information regarding IBM products, consult your IBM
representative or reseller, or go to the IBM worldwide contacts page
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