HealthEquity to Enhance Member Experience with Agentic AI

Nation’s Largest HSA Custodian Leverages Parloa’s Advanced AI Technology to Deliver Personalized, Conversational Support for Millions of Members

HealthFairness, Inc. (Nasdaq: HQY), the nation’s largest Health Savings Account (HSA) and consumer-directed advantages administrator, right this moment introduced a brand new growth in constructing upon its know-how investments to remodel member expertise. The firm will deploy agentic AI capabilities that basically change how members entry assist, working with main buyer expertise (CX) agent builder Parloa to mark a big evolution in leveraging clever, conversational AI that understands member wants and takes motion in actual time.

“Healthcare is private. Money is private. At HealthFairness, we exist on the intersection of each,” stated Mike Gathright, HealthFairness’s newly appointed Chief Customer Officer. “When somebody contacts us, they’re usually experiencing a second of problem or anxiousness – they’ve misplaced their card, need assist navigating a posh declare situation, or want pressing solutions about their account. We are constructing this agentic AI resolution with empathy at its core, recognizing that our members deserve assist that’s as private because the challenges they’re dealing with.”

INTELLIGENT SUPPORT WHEN AND WHERE MEMBERS NEED IT
Unlike typical interactive voice response (IVR) methods that require members to navigate complicated cellphone menus, HealthFairness’s agentic AI resolution powered by Parloa allows pure, conversational interactions throughout a number of channels. HealthFairness designed its agentic AI deployment to meet members wherever they’re—by voice calls to the assist line, cell app chat for authenticated members, or web-based conversations—all that includes the identical clever, action-oriented AI capabilities.

The system handles subtle situations, understanding member intent throughout a number of dialog turns and sustaining context all through every interplay. By mixing agentic AI with human assist, members get on the spot solutions whereas guaranteeing a human stays obtainable to information them when moments matter most—making a service expertise that’s quicker, smarter, and deeply human.

“Smart firms like HealthFairness are already exhibiting what’s potential when agentic AI meets enterprise scale. The know-how behind this resolution is altering how buyer relationships are constructed, one significant interplay at a time,” stated Malte Kosub, CEO and Co-Founder of Parloa. “At Parloa, we’ve constructed a platform that empowers main organizations to serve tens of millions of individuals – not simply with quicker solutions and actions, however with safe, compliant and empathetic conversations that really feel remarkably human.”

BUILDING ON A FOUNDATION OF INNOVATION
The agentic AI initiative represents the most recent development in HealthFairness’s ongoing funding in know-how that enhances member expertise and outcomes. The firm has already deployed a number of AI-powered options, together with:

• Expedited Claims AI: An AI-powered device that streamlines claims processing by routinely apportioning reductions and gross sales tax from uploaded receipts. Members save a mean of 70% of the time sometimes spent on claims entry, with greater than half processed in below two minutes.
• HSAnswers: An AI-powered academic device that has facilitated a whole bunch of 1000’s of conversations, offering quick, customized responses to HSA and consumer-directed advantages questions—from easy inquiries to complicated situations involving Medicare enrollment and contribution eligibility.
• HealthFairness Assist: A set of built-in options that drive engagement and price financial savings by real-time knowledge analytics (Analyzer), simplified healthcare spending selections (Navigator), and proactive well being planning with customized rewards (Momentum).

“We’re dedicated to investing in know-how that helps our members higher save, spend, and spend money on well being,” stated Scott Cutler, President and CEO of HealthFairness. “Investing in our buyer expertise is key to our success and this initiative represents one other vital step ahead to empower healthcare shoppers with the instruments and assist they want to make assured selections about their well being and monetary wellbeing.”

HealthFairness is taking a measured strategy to deploying the agentic AI know-how, starting with a restricted launch in November and increasing entry all through 2026. This phased rollout permits the corporate to constantly refine the expertise based mostly on member suggestions and utilization patterns, guaranteeing the AI delivers constantly high-quality interactions earlier than scaling to the total member base.

The initiative is a part of HealthFairness’s broader dedication to leveraging know-how to enhance member outcomes, with future enhancements deliberate to assist members optimize HSA contributions, maximize tax advantages, and make knowledgeable selections about healthcare spending and funding choices.

The submit HealthEquity to Enhance Member Experience with Agentic AI first appeared on AI-Tech Park.