Enhancing Member Experience and Service Quality with Generative AI

Challenge

Call center representatives at pharmacy benefit managers (PBMs) play a crucial role in navigating the complexities of the U.S. healthcare system. These representatives serve as the critical link between patients, pharmacies, insurers, and healthcare providers, handling everything from medication coverage inquiries to prior authorizations. However, the complexity of their role — stringent regulations (e.g. HIPAA), highly sensitive patient healthcare data, strict internal processes and protocols, steep training and experience requirement — created significant operational challenges.

Before implementing C3 Generative AI, representatives had to interact with four separate applications, each with different interfaces and connecting to different data sources. Representatives often struggled to maintain accuracy while navigating multiple systems during member calls, which increased the risk of misinformation and extended call durations. Additionally, the quality and speed of service varied based on the representative’s training, experience, and expertise. This inconsistency created a system-wide challenge in standardizing service quality.

Solution

To address these challenges, the company deployed C3 Generative AI configured specifically for their highly regulated healthcare environment. C3 Generative AI is built for enterprise applications, ensuring:

HIPAA-compliant architecture
Designed with strict data security and access controls to protect PHI and meet regulatory requirements.

Deterministic responses
Unlike ChatGPT, which generates probabilistic text, C3 Generative AI provides fact-based, auditable answers, ensuring consistency and accuracy.

Seamless integration with enterprise databases
Directly connects with secure internal systems, claims databases, and compliance platforms, enabling real-time, context-aware responses.

Enterprise governance and security
Unlike consumer-grade AI models, C3 AI operates within corporate IT environments, offering custom policies, role-based access controls, and data traceability.

C3 Generative AI provides the company with a unified interface that consolidates member details, case histories, and claims information in one place — eliminating the need for representatives to toggle between multiple systems. This significantly reduces time spent searching for information while ensuring accuracy, compliance, and efficiency.