Digital Insurance Agenda

Sensely: Conversational AI to improve health and drive member engagement

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on May 13, 2022

Often insurance clients find it frustrating and confusing to get the information they need, and to get their needs handled in an efficient manner. At the same time, insurance companies are challenged to maximize their impact on client behavior, and their end user-facing tools often deliver a sub-par experience.

The result is low customer satisfaction and net promoter scores. By implementing best of breed consumer tools that allow their members (clients) to easily connect via websites, mobile apps, or chat channels, insurers can challenge the status quo, and upgrade the client experience, so that it’s just as easy to get information from your insurance company as it is to do online banking or many other consumer transactions. This is exactly what Sensely aims to do.

Sensely is a character-based voice-enabled platform that connects companies with their end users, modernizing and streamlining the client experience. Think of chat-style conversations with bots and avatars. Insurers (or any company) can easily incorporate the Sensely SDK into their websites and mobile applications and upgrade their client experience to successfully compete in an era when consumers are more demanding than ever before. Its platform and global teams service both the insurance and healthcare system markets.

How does it work?

Sensely offers a scalable insurance-driven platform that harnesses the power of a branded character-based persona who can use voice to both “speak” as well as “listen.” Speaking is accomplished using text-to-speech technology and listening is performed using speech recognition and natural language processing.

Insurers have traditionally been slotted into the role of a “payer,” with limited ability to truly influence member behaviour and health. With the global move to virtual care during COVID-19, as well as the emergence of consumer-grade engagement tools and consumer expectations, Sensely is leading the way towards creating more satisfying member experiences wherever and whenever the member wants to receive them.

Why did we select Sensely for DIA Amsterdam 2022?

Insurers are constantly on the lookout to offer members a more modern and satisfying customer experience. Especially in Health the pandemic has led to the acceptance of remote prevention and medical services.

In Amsterdam Adam Odessky, co-founder & CEO, and Eric Prendergast, Head of Conversation Design, will present ‘The Member Front Door’. Unlike frustrating call center experiences, the Member Front Door is a way to easily and promptly get simple tasks completed, thereby transforming confusion into trust.

Who is Sensely?

Sensely was founded in 2013 by Adam Odessky, a computer scientist with a background in voice interfaces and conversation design, and experience with global technology companies including Oracle and Microsoft. Co-founder and Chief Medical Officer Ivana Schnur M.D. brings extensive experience in the design of clinical protocols and immersive interfaces, including the application of virtual technology in the clinical setting.

The company has raised more than $25 million to date, and has a presence in the US, the UK, the Philippines, and Japan. Key partners and investors include the Mayo Clinic, Aflac, and Nippon Life.

Sensely has been the recipient of numerous awards, including “most innovative startup” from Plug and Play Health, as well as the WIRED Health Startup Stage Winner.

“I started Sensely after my personal experience helping to coordinate the care of my grandmother Rita. Our goal is to combine the best qualities of human interaction with best in breed conversation interfaces to better serve patients and insurance clients all over the world”

Adam Odessky, co-founder & CEO

As always go to their website to learn more!

DIA Amsterdam 29-30 June

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