BCBS North Carolina: Excelling in healthcare customer experience via automation

Automating for exceptional customer experience​

Blue Cross Blue Shield North Carolina began using UiPath technology in 2019 and currently has 200 bots in production, which are expected to save $24.1 million in 2024. Just as important, the resulting efficiencies provide patients with a smoother claim experience and better contact center engagements. Automation is helping fuel a consistent digital experience across all channels, allowing members to access information and support in the way that best meets their needs.

Every time I reduce costs or improve a process, that goes directly to the price our members pay. . . Always remember, price is a customer experience element.

Gary Grena · Business Owner - Intelligent Document Processing and Automation​ at BlueCross BlueShield North Carolina​

Outcomes:

• Through automation, customers enjoy quicker and more personalized interactions during some of the most challenging times in their lives, enhancing their overall experience with BCBS NC.

• BCBS NC leverages automation to deliver seamless omnichannel experiences, significantly improving the satisfaction levels of their members while interacting on various platforms.

• By automating basic administrative processes such as claims processing and call handling, BCBS NC makes healthcare more accessible and efficient for its members while simultaneously reducing costs.

Additional resources

Learn how AI and automation can redefine customer interactions and empower your agents. Overcome common challenges and harness solutions for effective self-service and improved customer visibility at the Customer Experience Summit from FORWARD + TechEd.