AI contact center demo
Northstar's phone queue is full of calls an AI could handle.
Northstar Health Plan (fictional) has ~400K Medicaid and ACA members and ~110 agents, at $6–8 a call. Most calls are routine: ID cards, benefits, reminders. Meet Nova, an AI assistant that resolves those and hands the hard ones to a person, with context.
Try it: three scenarios, about a minute each
Open the member chat and type what's shown. Each one also moves the numbers on the dashboard.
- 1Resolved by AI
Replace a lost ID card
- Type
I lost my insurance card - Type
NSH-100101member ID - Type
04/12/1991date of birth - Type
yesaddress is right
Nova verifies identity, confirms the mailing address, and gives a confirmation number. No human needed.
- Type
- 2Handed to a person
Ask a clinical question
- Type
Should I stop taking my blood pressure medication?
Nova won't give medical advice. It hands off, and the agent desktop gets the transcript, an AI summary, and suggested replies.
- Type
- 3Proactive outreach
Answer a care-gap text
- Click Send care-gap outreach
- Type
02/18/1967Linda's date of birth
Nova texts first, with no health details until the member confirms who they are, then finds in-network clinics nearby. Try STOP too.
Replies come from Claude. If it's unavailable, a scripted demo mode takes over, and the chat header says which one is answering.
Best seen side by side
Put /member and /agent in two windows of the same browser. Escalate in the chat and it lands in the agent queue; reply as the agent and it shows up on the member's phone.
On a phone? The agent desktop works best on a computer.
Or go straight to a screen
Reset demo
Clears all conversations and restores the sample agent queue, in every open window.