Broker Broadcast
Aetna Launches Virtual Online Assistant
On June 3, 2010 Aetna’s new online virtual assistant, Ann, went live to the public. Ann
will offer 24-hour support for members who are unfamiliar with the secure member website or
need help logging in. The user experience with Ann will offer the same responsive customer
service that members are accustomed to, but without leaving the website. Ann interprets
members’ questions, helping them with the registration process or with recovering lost
passwords.
“Ann is an extension of the industry-leading service we provide to Aetna members,” said
Frank Cobbin, Aetna senior vice president of Service Operations. “Many people turn to the
web for service. There are about 2,500 chat sessions between our members and Ann every
day. This is evidence that Ann is engaging and makes it easy for our members to get help
while they’re online without taking an extra step to call us.”
The utilization of Ann has already shown great results. More than half of people registering on the website for the first time engage with Ann and calls to Aetna’s customer service technical help desk have diminished 29% in the past month.
“We are committed to delivering information and resources that help our members get the information they need to make the right healthcare decisions and maximize their benefits,” said Cobbin. “Ann is another way we are investing in technology to improve the experience our members have with us on the web. We will continue to expand her functionality and capabilities to help members.”
To interact with Ann, visit Aetna’s secure member website.
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