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7 min read How Medallia and Ada are closing the customer feedback loop for good
Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.
the real CX blockers in health insurance
of Americans say understanding their health insurance is overwhelming and confusing
wait times during Open Enrollment and AEP
in avoidable healthcare costs are attributed to underuse of preventive care each year in the U.S
ada voice in real life
Meet Vita, Ada’s healthcare AI agent.
Ask Vita the questions below to see Ada Voice in action!
Talk to Vita
or call
+1 855-599-4264
- ask how Vita’s day is going
- tell her to “hold on,” “wait a second,” “repeat that”
- mention if your day’s been rough, kids are noisy, etc.
- jump in and interrupt, she can handle it!
- change the name on your account
- check your policy status (say your member ID ends in 3301 and your zip code is 02339)
- ask to enroll a new dependent (mention you had a child!)
- make a mistake and watch how she gently guides you back
- ask about your policy details, like your deductible and coverage
- request a text with your coverage details
- ask to find the closest doctor to Hanover, MA 02339
- bonus: ask her to repeat steps or pause while you catch up
- say you have a problem with a prior authorization
- ask to talk to someone about a sensitive topic
AI built to understand members—and their coverage
help members understand their plan
Boost satisfaction and plan usage with instant, accurate answers about coverage, benefits, and eligibility.
scale effortlessly during peak periods
Handle Open Enrollment, Medicare AEP, and January onboarding spikes without sacrificing service quality.
deliver better care at lower costs
Guide members to in-network care, understanding deductibles and out-of-pocket maximums, track claims, and speed pre-authorizations.
boost medicare star rating
Support screenings, medication adherence, and chronic care education to improve outcomes and drive higher plan ratings.
resolve insurance card questions with ease
Instantly answer questions like “When will I get my card?” and “Can dependents use it?” with automated customer service.
Turn your SOPs into automated workflows with Playbooks
Resolve claims, coverage questions, and billing issues with clarity and care. Playbooks help your AI agent resolve high-volume workflows with the same logic, precision, and policy adherence as your human team. Every step is executed exactly how you define it—no delays, no escalations.
an AI agent you can trust
enterprise grade security
HIPAA, SOC2, and GDPR compliant.
human in the loop
Complete control over handing off member questions to human agents when needed.
full transparency into agent performance
Full visibility into AI interactions with insights that uncover opportunities for improvement.
built-in guardrails
AI strictly follows your knowledge and policies.
smarter tools to optimize every interaction
Provide feedback on past interactions— fine-tune tone, add context, or adjust answers. Improvements are automatically applied to future conversations.
Get clarity into every AI agent conversation—understand how it performed and which internal knowledge sources were used.
Customize your AI agent’s tone and voice to match your brand, and enable it to engage members in 50+ languages.
Support members via voice, messaging, SMS, and email.
