Voice of the Customer: NLP in a Health Plan Call Center
SCAN Health Plan is a Medicare Advantage plan and many of its member interactions are telephonic; SCAN serves nearly 1M phone calls annually. In 2019, the Consumer Experience & Insights Team created an NLP pipeline to learn from these call center interactions at scale.
The pipeline pours into a Voice of the Customer dashboard, where team members across the organization can understand call drivers and member pain points. In this talk, we discuss the challenges of consistently tracking themes and avoiding the false positives of boilerplate. We also share the successes possible when you let members tell their own stories: finding trends in unmet needs, in identifying areas of friction in finding and using healthcare services, and in gluing the pinball journey of participants in care delivery.
We conclude by looking to the future at how large language models and improved natural language queries can take this data even further.
Corinne Stroum
Director, Consumer Experience & Insights at SCAN Health Plan
Corinne Stroum is Director of Consumer Experience and Insights at SCAN Health Plan. She leads cross-functional teams to improve the experiences of older adults. She is the Product Owner for Voice of the Consumer, where SCAN use Member Insights to inform its business strategy. The team activities range from engaging members through surveys or focus groups to using its homegrown natural language processing (NLP) pipeline to identify trends in Member Call Center data. These inputs set the stage for improvements in service, often redesign of Moments that Matter in the member journey.
The team maintains high member satisfaction scores by using predictive models for Retention and Member Experience to ensure that members receive proactive outreach to avoid undesirable experiences. Corinne leads SCAN‚ Emerging Tech Workgroup, which focuses on employee education through training on Responsible AI. The team operates a playbook for adoption of AI from business case to Change Management, with an emphasis on transparency in development and oversight.
