Summary
Sonata Software transformed the client's member support operations by redesigning a cluttered user interface, integrating AI-powered Copilot assistance, and implementing omnichannel chat capabilities. The solution streamlined advisor workflows, reduced call handling times, and enhanced customer satisfaction through real-time, authenticated support across multiple channels.
Customer overview
Louisiana-headquartered health insurance company dedicated to improving the health and lives of people by providing a wide range of health coverage options, wellness programs and partnerships with healthcare providers statewide.
Pressure points
User interface was cluttered with excessive white space, making navigation inefficient
Advisors spent time reading full sections for benefits and eligibility, increasing call duration
Alerts lacked accuracy and timeliness on member status
Support was limited to phone calls; no chat or self-service options were available
Solution highlights
User interface was redesigned for a cleaner, compact layout with dynamic field visibility and complaint-specific sections
Copilot was integrated to assist advisors with instant answers to benefits and eligibility queries, reducing manual effort
Real-time alerts for accurate member status updates
Omnichannel chat was introduced, offering customers a faster, more flexible support option beyond phone calls
Results that speak volumes
Improved advisor productivity with streamlined UI and reduced navigation effort
Faster query resolution via Omnichannel chat, enhancing customer satisfaction
Reduced call handling time through Copilot-powered instant responses
Enhanced case clarity with visual status indicators
Delivered authenticated, real-time support across multiple channels
