Axa Global Healthcare has launched a digital assistant in association with the Mayo Clinic which can offer health advice and check symptoms.
The insurer said the symptom checker provides a concise report summarising current symptoms, with clear next steps, including potential medical providers, wherever they are in the world.
The digital text and voice-based assistant, named Remi, can also help guide international private medical insurance (IPMI) customers to the right health information and provide support tailored to individual needs.
“Axa Global Healthcare’s IPMI customers now have another way to get support, in addition to speaking to a member of Axa’s team on the phone or via email,” the insurer said.
It will guide users to the most appropriate next step, whether that’s viewing their online account, accessing virtual care services, finding a medical provider, or connecting them to one of the insurer’s personal advisers, it added.
So far, Remi has engaged in over 22,000 conversations with customers.
Axa Global Healthcare chief risk officer David Withnell said the firm was excited to introduce Remi to customers as part of its digital evolution.
“We’re always in pursuit of better experiences for our current and future members, and Remi will help us expand our communication channels, giving members even more choice in how they want to interact with us,” he said.
“Our customer service approach is all about achieving a balance between responsiveness and speed for the little things and human connectedness when our members need it most.
“Introducing artificial intelligence (AI) and machine learning services to customer service in our industry is a huge step forward, and we’re excited to be able to enter the space with a trustworthy virtual assistant.”
