AskMedicare
A FiferWORK+Expert Application
AskMedicare provides correct, clear, conversational answers to Medicare beneficiary questions, helping agents and seniors navigate the complex world of benefit coverage.
Problem
Medicare recipients often need help from a service agent to understand coverage eligibility. During peak periods or for complex issues, users can expect to spend 30 minutes to an hour or more receiving answers via phone or chat. Calls cost $20 or more, and human agents, no matter how skilled, can’t be everywhere at once. This approach is time-consuming and resource-intensive, negatively impacting efficiency, cost, and customer satisfaction.
Solution
We built a user-friendly chat application called AskMedicare that delivers accurate, easy-to-understand answers to complicated coverage questions. In seconds, agents and beneficiaries receive natural language guidance pulled directly from the 1,300+ national coverage determinations, local coverage determinations, and Part D prescription coverage documentation. With Fifer’s curated knowledge bases and hallucination mitigation safeguards, beneficiaries get the right answer every time.
Impact
On the job 24/7, AskMedicare cuts customer wait times by 98%, reduces handling time by 75%, and lowers agent-related operational costs by 93%—all while improving QA scores.