eHealth Enhances AI Voice Agent 'Alice' for Improved Medicare Support
San Carlos, Thursday, 13 November 2025.
eHealth expands its AI voice agent, Alice, to offer post-enrollment support for Medicare, achieving a 100% after-hours answer rate and a 77% exceptional rating from users.
AI in Healthcare: A New Era of Efficiency
The expansion of eHealth’s AI voice agent, Alice, marks a significant advancement in the integration of artificial intelligence within the healthcare sector. Initially launched to assist with shopping and enrollment for Medicare Advantage plans, Alice now extends her capabilities to post-enrollment support, ensuring users benefit from a seamless experience from start to finish [1][2]. This development is particularly timely, given the ongoing Medicare Annual Enrollment Period, where efficient and accurate assistance is paramount [3].
Performance and Reception
Since its launch earlier in 2025, Alice has achieved remarkable success, eliminating after-hours wait times and ensuring a 100% response rate, which has greatly enhanced user satisfaction. An impressive 77% of users rated their interactions with Alice as ‘exceptional,’ showing a clear preference over human agents in after-hours scenarios [2][3][4]. Furthermore, Alice has demonstrated efficacy in increasing customer interest in plan purchases, with a 30.9% increase in after-hours calls compared to 24.4% for human agents [4].
Expanding Capabilities: What Alice Offers
Alice’s expanded role includes managing common inquiries such as application status updates, ID card information, billing questions, and processing Do Not Call requests, thereby freeing up human resources for more complex issues [1][2]. The AI’s ability to streamline these processes not only enhances user experience but also reduces operational costs for eHealth by automating routine tasks [3][4].
Future Prospects and Industry Impact
Looking ahead, eHealth plans to further expand Alice’s capabilities to assist with other types of health insurance plans, reflecting a broader industry trend towards digital transformation in healthcare [1][4]. As artificial intelligence continues to permeate the sector, its role in improving efficiency and user satisfaction becomes increasingly clear. A recent survey indicated that 50% of Medicare beneficiaries would prefer interacting with an AI agent if it ensured quicker service, highlighting the growing acceptance of AI in healthcare [3].