The Healthcare Dive article describes how eHealth, a health insurance agency, dealt with high call volume by turning to voice AI agents. The problem was especially acute during Medicare open enrollment.
The agency's use of the technology began as a pilot and later moved to full-time deployment. The article frames this as a journey from testing to regular operations.
The piece is a single case study, so it does not compare eHealth's results with those of other insurers or provide independent performance data. It does, however, illustrate one way health insurance companies are applying AI to customer service.