A Health Insurance Agency's Journey From Pilot to Full-Time Voice AI Agent
Customer Experience Dive, Wednesday, October 7th, 2026
eHealth used a voice AI agent to prescreen Medicare callers, ending six-hour waits during a 500,000-call enrollment surge.
eHealth handles roughly half a million calls during the 54-day Medicare open enrollment window, and because 70% to 80% of customers buy by phone, waits for licensed agents reached up to six hours.
The agency deployed a voice AI agent to prescreen callers, starting with a pilot in February 2025 and scaling to full-time use in its high-volume contact center.
According to vendor-provided data, the agent now answers every call immediately, earned 77% 'exceptional' satisfaction ratings and delivered a 27% higher purchase rate than outsourced human screeners.