Trampolineai, an AI-powered health planning center platform, launched on Thursday. It was built at Redesign Health, a medical innovation company.
Payers’ contact centers usually handle high call volumes and outdated systems, resulting in long wait times for members. That's what Trampolineai in San Francisco is looking to solve. Its platform is located on top of a call center infrastructure such as a telephone system. It analyzes health plan files, claim data, member history and real-time call transcripts.
By doing so, Trampolineai is able to provide call center agents with accurate information about members during the call process. It also provides agents with step-by-step guides on how to handle calls, as well as personalized advice tailored to member programs. In addition, it provides automatic call summary as well as real-time sentiment analysis and compliance monitoring.
Mike Bourke, CEO and co-founder of Trampolineai, said call centers are important to health insurance companies and it is the “front door” of the business. This is the primary way for health programs to interact with members and are rated based on these interactions by star ratings. However, the average first-time resolution is 52%, which means about half of the patients have to call to solve the problem.
“Even though they did their best, despite spending a lot of money trying to do that, they failed,” Burke said in an interview. “If you have to call your health insurance company, it's very painful. You spend a few minutes trying to figure out who you are and what your plans are. Then you finally get your question, and they either want to transfer you, or you have to repeat yourself, or they put you on hold for a few minutes at a time.”
With the help of trampolines, agents can spend more time connecting with members.
“When they build relationships and answer questions, they get the right to discuss other things with the member that not only affects their health and well-being, but also the overall cost of the payer,” Burke said. “So, ‘Oh, Mike hasn’t been to see his primary care physician’s annual checkup for four years.’’
Trampolineai’s services are available for all health plans including business, Medicare Advantage and Medicaid. It can also work with third-party administrators and supplementary benefits. It earns revenue through the traditional software-as-a-service model.
Bourke notes that it has raised upfront funds from the redesigned health and will be taking a seed round next month. However, the amount raised is not disclosed.
Several other companies provide tools for call centers, including Five9 and Talkdesk. But trampolines distinguish themselves by focusing on health care and wellness plans.
Ultimately, by launching its platform, the company aims to “improve the overall membership experience of healthcare,” Burke said.
Images: Yuichiro Chino, Getty Images
