Health Compass has integrated an artificial intelligence (AI) adviser agent within its international private medical insurance (IPMI) distribution platform.
But the insurtech is clear its agent is not seeking to replace human advisers.
This technology will directly advise, guide and support clients in identifying the IPMI coverage that best suits their needs in any language, it said, but it will not be responsible for completing sales.
The AI agent will be available as a complementary module of a recently released white-label API version of the software.
“It is embedded directly into the B2C websites of brokers and IFAs,” Health Compass founder David Eline (pictured) told Health & Protection.
“So rather than clicking through menus or scrolling endless comparison tables, customers can describe their situation in natural language.
“The AI then helps them identify the most relevant products, answer their questions, including those that go beyond pure benefit comparisons, and guide them through the decision-making process.”
Certified adviser required
Eline explained the agent takes the customer through the discovery and selection stage, up to the point where they have identified one or several covers of interest.
“At that stage, the system invites them to be contacted by a human adviser. The adviser then receives a concise summary including the customer’s family profile, coverage preferences, and contact details,” he continued.
“It is at this point that they can step in with a well-prepared and personalised conversation to complete the sale.”
Health Compass emphasised that a certified adviser is still required, adding its model is deliberately hybrid so to not replace human interaction.
“We don’t aim to replace human interaction, especially in the IPMI space where trust and advice are essential,” Eline said.
“Completing a sale would involve full online medical underwriting, which to this day is not the industry’s preferred approach.”
Platform data
The AI agent has been embedded within the firm’s architecture, meaning it has access to and can interact with the platform’s scoring and benchmarking system.
By leveraging structured scoring data which has been processed and analysed by its team, rather than uncurated data, Health Compass said that avoids the “AI inbreeding” problem, where models trained on AI-generated data produce degraded or even hallucinatory results.
Instead, it said the AI agent delivered answers, based on the qualified data that powers its platform.
By providing prospects with immediate answers, better education and tailored recommendations upfront, the tool helps to shorten the sales cycle and improve lead qualification, the firm noted.
Eline continued: “The entire knowledge database was created by humans and advisers, making the source data for the AI unique and proprietary to Health Compass.
“We also invested heavily in educating the AI to replicate a human adviser to ensure customers have the best possible experience.”
“We are delighted to introduce the next step in the evolution of Health Compass,” Eline added.