WEBVTT - Smart Talks with IBM and Malcolm Gladwell: Can AI be empathetic? Reinventing client experiences 0:00:05.120 --> 0:00:08.200 Hello, Hello, Hello. This is Smart Talks with IBM, a 0:00:08.320 --> 0:00:12.799 podcast from Pushkin Industries, High Heart Media and IBM about 0:00:12.800 --> 0:00:15.400 what it means to look at today's most challenging problems 0:00:15.720 --> 0:00:21.240 in a new way. I'm Malcolm Gladwell. Today I'm chatting 0:00:21.239 --> 0:00:24.400 with a Neil Bout, the senior vice president and Chief 0:00:24.400 --> 0:00:28.080 Technology Officer of Anthem, one of the most prominent health 0:00:28.120 --> 0:00:31.360 insurance companies in the United States. We have been now 0:00:31.480 --> 0:00:36.040 pivoting the more around. Okay, we are building these capabilities, 0:00:36.080 --> 0:00:39.280 we are building these solutions. How are they fundamentally changing 0:00:39.320 --> 0:00:42.519 and improving the lives of our members, our communities and 0:00:42.600 --> 0:00:45.159 really making a difference to the people we saw? And 0:00:45.240 --> 0:00:47.680 Neil has been with Anthem for over thirteen years and 0:00:47.720 --> 0:00:52.360 his spearheaded efforts to improve customer experience and members needs. 0:00:53.040 --> 0:00:56.520 I'll also be chatting with Glenn Finch, Managing Partner of 0:00:56.600 --> 0:01:03.440 Global Business Services at IBM. How you deal with empathy 0:01:03.680 --> 0:01:06.880 in an AI system. It's all based on the choice 0:01:06.920 --> 0:01:10.640 of words that you use and the verbal inflections that 0:01:10.680 --> 0:01:14.600 are present when you have a voice response. Then is 0:01:14.640 --> 0:01:18.120 a twenty five year IBM veteran. His work focuses on 0:01:18.160 --> 0:01:25.640 the most challenging and transformative engagements at IBM. I'm excited 0:01:25.680 --> 0:01:28.240 to share my conversation with the Neil and Glenn about 0:01:28.360 --> 0:01:33.160 artificial intelligence and how it's influencing customers to interact with 0:01:33.200 --> 0:01:37.920 their healthcare in a new way. Al Right, guys, let's 0:01:37.920 --> 0:01:52.200 get started. Hi everyone, Thanks guys for joining me today. 0:01:52.640 --> 0:01:55.520 Why don't we start with the two of you just 0:01:56.000 --> 0:01:59.920 introducing yourself, tell me, tell me what you do as 0:02:00.160 --> 0:02:03.520 great I'm glad to be here today, Thanks for hosting us. 0:02:03.800 --> 0:02:07.960 I basically lead the technology and practice here at Anthem 0:02:08.080 --> 0:02:11.720 as a CTO, managing all the roadmaps for technology, making 0:02:11.720 --> 0:02:14.680 sure that we're building solutions that are meeting our business 0:02:14.720 --> 0:02:16.760 needs on a day to day basis, making sure that 0:02:16.840 --> 0:02:19.560 we are catering to the needs of our members. So 0:02:20.160 --> 0:02:23.240 overall technology roadmap, making sure that we work with partners 0:02:23.240 --> 0:02:27.440 like IBM to bring new technology to the forefront. And 0:02:27.480 --> 0:02:29.639 how how long have you been with Anthem. I've been 0:02:29.639 --> 0:02:32.639 with Anthem for thirteen years actually, and the company has 0:02:32.680 --> 0:02:36.720 evolved while we are in the healthcare business. Our focus 0:02:36.800 --> 0:02:40.120 has been more members centric now, so really understanding how 0:02:40.680 --> 0:02:43.560 a big organization like Anthem can make sure that we 0:02:43.680 --> 0:02:49.000 pivot from being a normal traditional listed company which definitely 0:02:49.080 --> 0:02:52.000 is meeting the expectations of the stockholders, but also catering 0:02:52.040 --> 0:02:54.000 to the need of our members and the communities that 0:02:54.040 --> 0:02:57.600 we serve in. Yeah, why don't you introduce yourself. I'm 0:02:57.639 --> 0:03:00.560 Glenn Finch. I look after data in AI and the 0:03:00.600 --> 0:03:04.520 services side of the IBM company. We take a lot 0:03:04.560 --> 0:03:07.760 of wicked cool technology and bring it to life of 0:03:07.880 --> 0:03:11.880 clients like Anthem and Uh, you know, I get the 0:03:12.000 --> 0:03:14.160 great pleasure of working with a Neil on a daily 0:03:14.200 --> 0:03:20.079 basis to really fundamentally change the member experience using artificial intelligence, 0:03:20.080 --> 0:03:23.360 so usually on the cutting edge of things, and just 0:03:23.360 --> 0:03:26.520 just love coming to work every day. Yeah, so you 0:03:26.560 --> 0:03:30.320 said something. The two of you have been working together 0:03:30.360 --> 0:03:33.239 for some time. When did you guys me me to 0:03:33.400 --> 0:03:36.560 first know each other. As I said, the industry has 0:03:36.560 --> 0:03:40.080 been evolving a lot, Malcolm, So a couple of years back. 0:03:40.520 --> 0:03:43.880 We basically we're kind of figuring out as the consumer 0:03:43.920 --> 0:03:48.560 experience changes, as people get so much used to Netflix 0:03:48.640 --> 0:03:51.280 and Amazon and the way they do their day to 0:03:51.320 --> 0:03:54.120 day shopping, the way they experienced things. We were looking 0:03:54.120 --> 0:03:57.280 for a partner where we could really explore the power 0:03:57.320 --> 0:04:00.320 of AI, really use our data in a way wherein 0:04:00.400 --> 0:04:04.920 we can create these personalized experiences. So that's where Glenn 0:04:04.920 --> 0:04:07.200 and I actually talked a little bit and we figured 0:04:07.200 --> 0:04:10.960 out that there is a possibility of us partnering ib 0:04:11.040 --> 0:04:15.360 AM bringing its UM technology, and basically that's when we 0:04:15.920 --> 0:04:18.080 kind of figure out there's there's a definite role to 0:04:18.120 --> 0:04:21.360 play and partner on this journey together. And it's been great. 0:04:21.360 --> 0:04:23.359 Over the last two years, we have been able to 0:04:23.440 --> 0:04:27.640 deliver on some great, exceptional experiences for our members and 0:04:27.640 --> 0:04:30.400 and we are now moving beyond to other constituents and 0:04:30.520 --> 0:04:34.840 really making sure that UM we make it awesome for 0:04:34.839 --> 0:04:37.560 for members to connect with us. Yeah, Glenn, had you 0:04:37.600 --> 0:04:41.720 worked with an in an insurance provider before? Yea, So 0:04:41.960 --> 0:04:45.600 we have a variety of clients around the world, so yes, 0:04:46.520 --> 0:04:51.200 but Anthem is special to my heart. We started thinking 0:04:51.240 --> 0:04:56.000 through this because when you work with Anthem, this concept 0:04:56.040 --> 0:04:59.480 of member and member experience, you need to show up 0:04:59.520 --> 0:05:02.919 every day with that front and center in your mind. 0:05:03.320 --> 0:05:06.719 So there are other clients who focus on cost or 0:05:07.120 --> 0:05:10.559 technical debt or something like that, but that's not true 0:05:10.560 --> 0:05:12.960 at Anthem. You need to show up front and center 0:05:13.040 --> 0:05:17.200 every day with how are you going to radically improve 0:05:17.279 --> 0:05:21.039 the member experience first, and fas say, but it's the 0:05:21.080 --> 0:05:23.919 relationship between the two companies and the two of you 0:05:24.040 --> 0:05:26.760 goes back so far that I'm really curious to get 0:05:26.800 --> 0:05:29.760 a sense of how the kinds of questions you've been 0:05:30.800 --> 0:05:34.360 asking and problems you've been trying to solve have evolved 0:05:34.400 --> 0:05:37.920 over that time. Tell me about ten years ago, what 0:05:37.960 --> 0:05:39.960 were you guys talking about. So I think the ten 0:05:40.040 --> 0:05:42.640 years back, the conversation is more and more around Okay, 0:05:42.640 --> 0:05:44.560 how many sellers do we have in our data center, 0:05:44.839 --> 0:05:48.160 how many licensing points that we're going to be spending 0:05:48.200 --> 0:05:50.400 this year? What will be our footprint? What is our 0:05:50.440 --> 0:05:53.919 network speed? Are we able to manage the new capability 0:05:54.000 --> 0:05:57.479 that we're delivering? And it really was very technologically focused 0:05:57.520 --> 0:06:00.800 conversation that we used to have. And what has happened 0:06:00.800 --> 0:06:03.440 over the years, Malcolm, is that you know, we have 0:06:03.520 --> 0:06:07.760 been now pivoting too more around Okay, we are building 0:06:07.800 --> 0:06:10.800 these capabilities, we are building these solutions, how are they 0:06:10.839 --> 0:06:13.840 fundamentally changing and improving the lives of our members, our 0:06:13.920 --> 0:06:17.480 communities and really making a difference to the people we serve. 0:06:17.680 --> 0:06:21.480 So as we looked at technology and engineering, we kind 0:06:21.480 --> 0:06:24.560 of pivoted from that to more platform and a product 0:06:24.680 --> 0:06:27.359 that we are building for our constituents. And as that 0:06:27.400 --> 0:06:29.400 pivot happened, you know, I would say around three or 0:06:29.400 --> 0:06:33.480 four years back, the conversation then evolved to more around Okay, 0:06:33.520 --> 0:06:36.200 how are we improving the experience? How are we making 0:06:36.240 --> 0:06:39.400 sure that we're making it easier for the members? And 0:06:39.400 --> 0:06:43.359 and it pivoted from being reactive and kind of what 0:06:43.480 --> 0:06:47.480 I called sick care management to more wellness oriented conversation 0:06:47.600 --> 0:06:50.600 how do we keep our members healthy? And that's where 0:06:50.640 --> 0:06:55.560 the overall pioneering of personalized experiences, predictive and proactive health 0:06:55.560 --> 0:06:59.200 care management kind of started. And as we had interactive 0:06:59.279 --> 0:07:01.479 that IBM, we knew that they had the technology and 0:07:01.520 --> 0:07:04.800 they had the real backbone, which good. So the needs 0:07:04.839 --> 0:07:07.680 that we wanted to kind of bring forward and talk 0:07:07.720 --> 0:07:11.200 about that pivot. I'm curious what's driving it. Did you 0:07:11.240 --> 0:07:13.280 go to a NIL and say, look, you have an 0:07:13.320 --> 0:07:15.160 opportunity to do so much more here? Does a neil 0:07:15.200 --> 0:07:17.560 come to you and say I don't want to be 0:07:17.600 --> 0:07:20.560 just focused on technology. Are members are telling us X, 0:07:20.680 --> 0:07:23.840 Y and Z or take me back to that transformative 0:07:23.920 --> 0:07:26.040 moment when you start thinking about this project in a 0:07:26.040 --> 0:07:30.400 different way. There's been a a massive shift at the 0:07:30.440 --> 0:07:36.440 IBM company in general to shift away from pure technology 0:07:36.600 --> 0:07:41.920 and move towards technology on behalf of a workflow. When 0:07:41.920 --> 0:07:45.000 you think about artificial intelligence and you are trying to 0:07:45.040 --> 0:07:49.280 have a conversation with someone, right, you don't need just 0:07:49.480 --> 0:07:55.000 deep artificial intelligence programmers. You need to have people attached 0:07:55.040 --> 0:07:58.480 to that that know how to have a conversation with 0:07:58.520 --> 0:08:03.320 people and what sequence some words are gonna elicit a response, 0:08:03.400 --> 0:08:07.680 and how that experience feels. To remember, that's a very 0:08:07.920 --> 0:08:12.200 different type of program then just dropping in a chatbot 0:08:12.240 --> 0:08:15.160 and hoping it works right to answer the twelve questions 0:08:15.160 --> 0:08:16.920 that you get most of the time, right, And you 0:08:17.040 --> 0:08:21.040 mentioned this concept of personalization, right, just making sure we 0:08:21.120 --> 0:08:24.040 put the right people together on the program is half 0:08:24.040 --> 0:08:27.080 the battle, right, And that's a shift that IBM has 0:08:27.120 --> 0:08:31.000 made very consciously, started about five years ago. You know, 0:08:31.040 --> 0:08:35.280 we really in Earnest called out intelligent workflows about two 0:08:35.360 --> 0:08:37.600 or three years ago and that's when we started doing 0:08:37.600 --> 0:08:42.959 this together. M. It was tough, it was ambitious as 0:08:43.000 --> 0:08:45.040 compared to anything else that we had done out here. 0:08:47.400 --> 0:08:50.040 And one thing which Malcolm was very very beautiful and 0:08:50.040 --> 0:08:53.040 and has been very important for us learning on the goal. 0:08:53.360 --> 0:08:55.640 When you have so much data that you're capturing, when 0:08:55.679 --> 0:08:59.160 you have a technology that really can give you in 0:08:59.200 --> 0:09:02.480 a nanosecond the response to what exactly is happening. The 0:09:02.520 --> 0:09:04.520 beauty of it is that you can pivot and kind 0:09:04.559 --> 0:09:07.920 of change on the fly. The agility that you build 0:09:07.960 --> 0:09:10.160 into our system, the agility that you build into our 0:09:10.200 --> 0:09:12.960 operations is a key and that's what we have been 0:09:13.000 --> 0:09:15.439 able to do. And unfortunately at Anthem, we have been 0:09:15.920 --> 0:09:18.360 really at the forefront of that, investing the right dollars 0:09:18.360 --> 0:09:21.760 and bringing the agility, bringing the way we can kind 0:09:21.760 --> 0:09:25.000 of pivot to what is more important to the concerns. 0:09:25.040 --> 0:09:28.120 That has been a great thing that has been happening here. 0:09:28.679 --> 0:09:33.960 Let's go through some some very specific examples. So, I 0:09:34.000 --> 0:09:37.800 am a I'm a member of Anthem, I am on 0:09:37.840 --> 0:09:41.480 your website. I would like to accomplish something. Tell me 0:09:41.559 --> 0:09:45.679 a specific thing that an expectation a member might have, 0:09:46.280 --> 0:09:51.640 and how you have said about trying to satisfy that expectation, 0:09:51.640 --> 0:09:54.880 and let's get let's get super specific. Give me a scenario, 0:09:55.440 --> 0:09:58.120 a tough a tough scenario. Yeah, yeah, well, I think 0:09:58.160 --> 0:10:00.319 I can give you a comparison to the past. Right, 0:10:00.440 --> 0:10:03.640 So when you were enrolled as a member, we probably 0:10:03.640 --> 0:10:06.240 would send you an ID card which was a hard 0:10:06.480 --> 0:10:09.400 piece of paper, a very good piece of paper which 0:10:09.440 --> 0:10:12.439 costs us a lot. Then there was nothing that we 0:10:12.480 --> 0:10:14.520 would let you know other than that, hey, if you 0:10:14.559 --> 0:10:17.839 want a register on our website, please, you're welcome, right, 0:10:18.520 --> 0:10:21.520 And then that's where our first interaction with you as 0:10:21.520 --> 0:10:25.400 a member used to happen. And frankly, there was nothing 0:10:25.440 --> 0:10:28.600 after that. There was a vacuum, and then you would 0:10:28.880 --> 0:10:31.439 probably try to understand your benefits. You will make sure 0:10:31.480 --> 0:10:34.640 that you know what your co pay is, and then 0:10:35.440 --> 0:10:37.080 we will not hear from you for a long time, 0:10:37.480 --> 0:10:40.959 and all of a sudden, someday, unfortunately somebody is tack 0:10:41.000 --> 0:10:43.280 in your family and then you pick up the card, 0:10:43.360 --> 0:10:46.760 go to a provider and basically have a visit um 0:10:46.800 --> 0:10:49.199 there and then you go from there. So that's the 0:10:49.240 --> 0:10:53.120 traditional experience that somebody would have had. Right now we 0:10:53.200 --> 0:10:56.280 have totally revamped that. So as a member, when you 0:10:56.400 --> 0:10:59.000 enrolled with us, we send you a welcome kit which 0:10:59.040 --> 0:11:01.400 sent you a digital well kit. We send you an 0:11:01.400 --> 0:11:04.840 ID card which is available on your phone. We send 0:11:04.840 --> 0:11:07.560 you a link to our Sydney have tapp which basically 0:11:07.640 --> 0:11:10.440 you can download, you can register in a minute, but 0:11:10.520 --> 0:11:13.239 if you've been an existing member, you will get a personalized, 0:11:13.280 --> 0:11:16.840 curated news feed which is specific to you based on 0:11:17.280 --> 0:11:21.640 your prior experience and based on your claims, history and 0:11:21.679 --> 0:11:23.760 other things that we know about you. We work with 0:11:23.800 --> 0:11:26.480 IBM around the AI chat part, which is basically a 0:11:26.520 --> 0:11:29.720 Watson enabled chat board which you can ask the questions 0:11:29.720 --> 0:11:32.280 from what is my copay? You don't have a call us, 0:11:32.360 --> 0:11:35.120 you don't have to send us an email. You can 0:11:35.200 --> 0:11:37.520 really ask a question there itself. You can ask for 0:11:37.760 --> 0:11:40.280 what are the providers near me? And we'll match a 0:11:40.360 --> 0:11:43.559 provider to you based on your past history. And that's 0:11:43.600 --> 0:11:46.439 where AI comes in that what do we think Malcolm's 0:11:46.440 --> 0:11:50.720 age group, Malcolm's prior history tells us who should be 0:11:50.760 --> 0:11:52.880 the right provider for him to take care of things. 0:11:53.280 --> 0:11:57.880 So that interactive, more personalized, more engaging experience is what 0:11:58.080 --> 0:12:04.760 is different. Let me give you an example. I'd love 0:12:04.800 --> 0:12:07.120 for both of you the way on this. So I'm 0:12:07.280 --> 0:12:09.920 fifty seven years old. It is indicated for someone at 0:12:09.960 --> 0:12:13.040 my age that I get a shingles vaccine. I didn't 0:12:13.080 --> 0:12:15.560 notice never occurred to me. A friend of mine got shingles. 0:12:15.920 --> 0:12:18.439 It was like the worst experience of his life. He 0:12:18.559 --> 0:12:21.880 lost three weeks. It was like so painful, and he's like, 0:12:22.640 --> 0:12:24.640 whatever you do, Malcolm, you need to get a shingles 0:12:24.720 --> 0:12:26.839 vaccine right now. So I went out and got my 0:12:26.880 --> 0:12:28.840 shingles vaccine and then I had to get the booster. 0:12:29.000 --> 0:12:31.640 I remember the booster and blah blah blah. Now when 0:12:31.640 --> 0:12:35.880 you're talking about Sydney and about about drawing on past experience, 0:12:36.200 --> 0:12:40.439 if I was a long time Anthem subscriber, would you 0:12:41.000 --> 0:12:43.719 reach out to me and say, Malcolm, you gotta get 0:12:43.720 --> 0:12:45.920 your shingles vaccine? Would you do? Is that what you're 0:12:45.920 --> 0:12:49.360 thinking about? Exactly? Exactly not only we will tell you 0:12:49.440 --> 0:12:51.360 that you need to take shingles vaccine, will tell you 0:12:51.440 --> 0:12:54.520 exactly which provider probably is the right one for you. 0:12:54.720 --> 0:12:56.839 And that is what the beauty is right now, that 0:12:56.960 --> 0:13:00.560 not to care really that the care gap that we have. 0:13:01.160 --> 0:13:02.960 How does the data tell us that these are the 0:13:02.960 --> 0:13:06.440 care gaps in Malcolm's journey? You know, you you pay 0:13:06.480 --> 0:13:08.920 a lot for your insurance company to take care of you, 0:13:09.320 --> 0:13:11.079 and how do we make sure that we take care 0:13:11.120 --> 0:13:14.360 of you? We be your advocate, We be your journey partners. 0:13:14.480 --> 0:13:17.719 Rather than just allowing for you to come to us 0:13:17.800 --> 0:13:21.360 when you feel that you're sick. So this this AI 0:13:21.440 --> 0:13:23.800 system is called Sydney. First of all, who came up 0:13:23.840 --> 0:13:26.680 with Sydney actually loved the name? But is that who? 0:13:26.720 --> 0:13:30.040 Whose decision was it to call this system Sydney? Actually 0:13:30.040 --> 0:13:34.200 you know, uh, it was it was our team. We 0:13:34.240 --> 0:13:36.559 did some research in terms of what could be a 0:13:36.640 --> 0:13:39.319 very neutral name that we can keep out there. And 0:13:39.320 --> 0:13:41.240 and Malcolm, I can tell you that I love the 0:13:41.320 --> 0:13:44.280 name so much that the beginning of when we had 0:13:44.320 --> 0:13:47.440 COVID hit us, my daughter was asking for a dog 0:13:47.480 --> 0:13:49.720 for a long time and we got a dog, and 0:13:49.760 --> 0:13:52.960 actually we named the dog Sydney. So that's how how 0:13:53.040 --> 0:13:55.040 much how much I care about the name and how 0:13:55.120 --> 0:13:57.319 much I love the name. But thank you very much 0:13:57.320 --> 0:13:59.600 for that's just so we true you Sydney. I'm getting 0:13:59.640 --> 0:14:01.439 the AI assistum, but not your dog, That's all I 0:14:01.480 --> 0:14:05.120 want to be clear. That's what you know we make. 0:14:05.280 --> 0:14:07.280 We may supply you with a picture of Sydney on 0:14:07.440 --> 0:14:09.640 when you when you come to the come to the app, 0:14:09.720 --> 0:14:12.320 but yeah, you're getting the A. Yeah. So what we 0:14:12.480 --> 0:14:17.240 find is that to build trust in AI systems and 0:14:17.760 --> 0:14:21.000 to build the willingness for remember to go along a 0:14:21.080 --> 0:14:25.720 journey experience. There's some things we have to do at 0:14:25.760 --> 0:14:28.440 the table stakes level, at the grassroots level, that we 0:14:28.520 --> 0:14:31.040 have to get right inexorably. And I'm going to go 0:14:31.080 --> 0:14:33.640 back to a Neil's comment about the I D card. 0:14:34.320 --> 0:14:37.640 What happens if you've lost your I D card. You 0:14:37.680 --> 0:14:41.360 don't want to wait on the phone for anybody to 0:14:41.400 --> 0:14:43.920 get a replacement a D card. You'd like to be 0:14:43.960 --> 0:14:47.080 able to do that once and done on the web 0:14:47.160 --> 0:14:49.360 or the mobile. Might have to ask a couple of 0:14:49.440 --> 0:14:53.640 questions and have it done lights out right. So there's 0:14:53.720 --> 0:14:59.239 this combination of doing the more routine things with absolute 0:15:00.000 --> 0:15:04.960 decision writes out complete ease of member, and then that 0:15:05.040 --> 0:15:09.800 builds this trust to have this more longitudinal journey to 0:15:09.960 --> 0:15:13.040 answer your questions or to recommend to you about shingles, 0:15:13.120 --> 0:15:17.000 vaccine right, or a variety of other things based on 0:15:17.200 --> 0:15:19.760 you know your your health challenges. So it's a it's 0:15:19.840 --> 0:15:22.240 kind of a double edged sort of taking care of 0:15:22.240 --> 0:15:25.520 the table stakes and taking people along the journey. Your 0:15:25.560 --> 0:15:29.640 point is you start with the very prosaic stuff and 0:15:29.720 --> 0:15:32.400 you build a trust in the system, and then you 0:15:32.440 --> 0:15:36.200 can move to the more high end stuff. Tell me 0:15:36.240 --> 0:15:39.200 about how you build an AI system like this. This 0:15:39.280 --> 0:15:45.000 is not a trivial accomplishment. What went into building Sydney. Yeah, 0:15:45.120 --> 0:15:49.480 so I think you know, Malcolm, Traditionally, we have a 0:15:49.520 --> 0:15:52.160 lot of data over the years that we have accumulated 0:15:52.360 --> 0:15:57.840 for every member, and we have eighty million lives, multiple 0:15:57.920 --> 0:16:01.960 petabytes of data which is sitting on our systems, and 0:16:02.000 --> 0:16:05.200 that data basically allows us to learn. You know, the 0:16:05.280 --> 0:16:07.680 data is data. As long as you don't touch it, 0:16:07.840 --> 0:16:11.080 you don't do anything. But once you start really using 0:16:11.120 --> 0:16:14.360 technologies and and when when we call AI, these are 0:16:15.440 --> 0:16:18.760 mathematical models that you can run on this data to 0:16:18.880 --> 0:16:21.960 give you insights. And those insights are the key at 0:16:22.040 --> 0:16:25.320 the end of the day. And as we get those insights, 0:16:25.400 --> 0:16:26.960 we have to make sure that we have a way 0:16:27.000 --> 0:16:29.400 to use those insights to make a difference in the 0:16:29.800 --> 0:16:31.920 in the life of any member that we have or 0:16:31.960 --> 0:16:35.080 any constant. Actually, you know, our sales experience for our 0:16:35.120 --> 0:16:39.040 brokers are providers. Getting to know exactly what they need 0:16:39.120 --> 0:16:42.080 to know is very very important. So we are making 0:16:42.120 --> 0:16:44.560 sure that this data and the minding of this data 0:16:44.760 --> 0:16:49.080 is constant. So when we talk about the partnership with IBM. 0:16:49.080 --> 0:16:51.800 We're talking about ability for us to mind this data 0:16:52.000 --> 0:16:55.880 on the fly at a very very quick speed, and 0:16:55.960 --> 0:16:58.880 that is what is key. Then we're able to use 0:16:58.920 --> 0:17:00.880 AI in a different text. And I'm going to give 0:17:00.920 --> 0:17:03.400 you example of something that really we're bringing to the 0:17:03.480 --> 0:17:06.399 forefront of of what we call as a nutrition tracker. 0:17:07.320 --> 0:17:10.239 So imagine that you have your phone in front of you, 0:17:11.680 --> 0:17:14.040 You have a plate of food that came in front 0:17:14.040 --> 0:17:17.879 of you, and you can open Sydney and show the 0:17:17.920 --> 0:17:21.200 food of plate to Sydney. Sydney can tell you based 0:17:21.240 --> 0:17:23.520 on what it plate. You take a picture of the 0:17:23.520 --> 0:17:26.320 photo and Sydney looks at the photo and says, why 0:17:26.359 --> 0:17:28.040 are you loading up on carbs? I mean, is that 0:17:28.080 --> 0:17:30.679 what we're talking about exactly? That's what I'm talking about. 0:17:30.720 --> 0:17:33.040 So you know, this is a great partnership we have 0:17:33.119 --> 0:17:35.760 with one of our ecosystem partners. And actually this isn't 0:17:35.760 --> 0:17:38.760 pilot with our house account, which is eighty thousand members 0:17:38.840 --> 0:17:42.080 right now, and it can tell you. It can you 0:17:42.119 --> 0:17:43.960 can show it a cup and it can tell you 0:17:44.000 --> 0:17:47.240 this is a coffee with no milk, and it's going 0:17:47.280 --> 0:17:49.919 to be seventy calories and it keeps track of what 0:17:50.080 --> 0:17:52.800 you're eating and basically that's how we build the healthy 0:17:52.800 --> 0:17:56.160 habits out there. So the advancement in the in the 0:17:56.200 --> 0:17:58.480 field of technology and how do we make sure that 0:17:58.640 --> 0:18:01.720 we move away from that leg thee information technology to 0:18:02.200 --> 0:18:05.159 really the exponential technology that is in front of us 0:18:05.240 --> 0:18:10.439 is the key. We needed to take all of that 0:18:10.600 --> 0:18:15.680 AI and persist a conversation with a member, right And 0:18:15.880 --> 0:18:20.359 and that's where Watson came in to help Sydney persist 0:18:20.520 --> 0:18:25.520 conversations with members, right Because crunching through data and and 0:18:25.560 --> 0:18:28.639 knowing about your claim is one thing, but being able 0:18:28.680 --> 0:18:31.320 to talk to you about that claim and understand your 0:18:31.359 --> 0:18:34.560 responses back, whether you're on a keyboard, whether you're speaking, 0:18:34.560 --> 0:18:37.800 whether you're doing whatever. That's kind of where Watson came 0:18:37.840 --> 0:18:41.880 in to help augment Sydney and again designing those conversations. 0:18:42.320 --> 0:18:43.760 I don't know if you've been in a in a 0:18:43.840 --> 0:18:46.080 situation where you're sitting next to somebody and they're talking 0:18:46.160 --> 0:18:48.720 and you say, oh my god, I can't believe they 0:18:48.720 --> 0:18:54.000 said that. Well, you have to engineer that out of 0:18:55.240 --> 0:18:58.199 the conversations that you have with members so that you know, 0:18:58.680 --> 0:19:01.480 all of the members are delighted and one of the 0:19:01.520 --> 0:19:04.800 things I'm proudest of is when by our work together, 0:19:05.520 --> 0:19:11.120 we have members that are thanking Sydney when we're working 0:19:11.160 --> 0:19:16.119 with them with artificial intelligence, responding to their questions, just 0:19:16.280 --> 0:19:20.280 as if Sydney was a fully human worker, right, And 0:19:20.480 --> 0:19:24.160 that that's what I get delight from is when we've 0:19:24.200 --> 0:19:27.880 been able to change a member experience and work through 0:19:27.880 --> 0:19:35.400 that all of the things members might ask, Now, are 0:19:35.400 --> 0:19:39.200 you taking real life conversations, looking at them and feeding 0:19:39.240 --> 0:19:42.520 them to Sydney and saying okay? In the last two years, 0:19:42.520 --> 0:19:45.040 these are all the These are all the phone conversations 0:19:45.040 --> 0:19:46.520 we've had with our members. These are the kinds of 0:19:46.520 --> 0:19:50.800 things they ask. Is that where it starts? We build 0:19:50.800 --> 0:19:53.800 what we call the anthology of the conversations? You know, 0:19:53.960 --> 0:19:56.960 how are we making sure that as we get the 0:19:57.040 --> 0:20:01.200 interactions noted down for our members or provide us into 0:20:01.240 --> 0:20:04.240 our system, whether it's a phone call, whether it's a chat, 0:20:04.320 --> 0:20:06.960 whether it's basically even they came to the website and 0:20:07.000 --> 0:20:11.000 they clicked through specific things, right, so we are noting 0:20:11.040 --> 0:20:13.879 those down. We are kind of creating a what we 0:20:13.960 --> 0:20:16.960 call a graph model and a flow of When a 0:20:17.040 --> 0:20:19.480 member asked this, the next question possible level, it's going 0:20:19.520 --> 0:20:22.240 to be this. If you give up yes to that 0:20:22.320 --> 0:20:24.480 answer or not to that answer, they're gonna probably ask 0:20:24.520 --> 0:20:27.520 you this. So that kind of slow Sydney can be 0:20:27.600 --> 0:20:31.399 thinking two in three steps ahead exactly. So Sydney is 0:20:31.440 --> 0:20:33.560 thinking two or three steps ahead and making sure that 0:20:33.560 --> 0:20:36.120 the anticipation of what you're going to be doing and 0:20:36.119 --> 0:20:38.800 and beyond. Sydney, our overall system is thinking two or 0:20:38.880 --> 0:20:45.000 three systems steps ahead and predicting proactively those conversations as 0:20:45.040 --> 0:20:48.040 well as those interventions that we need to give to 0:20:48.119 --> 0:20:51.920 the members. So really using ai UM you know Watson 0:20:52.000 --> 0:20:55.680 as a back backbone to this, Sydney is basically what 0:20:55.760 --> 0:21:00.000 we call the human centered, designed, focused Interaction and Engagements 0:21:00.000 --> 0:21:02.720 system that sits on top of the backbone of the 0:21:02.760 --> 0:21:05.760 AI as the data at the bottom, So that basically 0:21:05.840 --> 0:21:08.760 is layered away. How Sydney is able to answer the 0:21:08.840 --> 0:21:11.680 question that we have it aspects you of what type 0:21:11.720 --> 0:21:14.680 of question it is because our intology of the data 0:21:14.920 --> 0:21:16.960 as well as the AIS that we have built is 0:21:17.160 --> 0:21:20.240 very very dock solid. And that is and the good 0:21:20.280 --> 0:21:23.320 thing is that it's it's a gift that keeps giving 0:21:23.359 --> 0:21:27.399 because the more data we collect, the more the system 0:21:27.440 --> 0:21:31.720 it gets Yeah, wait, can you Stumps, Sydney, can you 0:21:31.760 --> 0:21:34.600 ask it a question? You can? I'm sure it's possible too. 0:21:34.880 --> 0:21:37.040 And then you know, when we when we get into 0:21:37.080 --> 0:21:39.800 that situation, what we want to do is we want 0:21:39.800 --> 0:21:44.040 to bring the member to a human agent so that 0:21:44.200 --> 0:21:48.399 the member satisfied seamlessly right, so that there's there's no 0:21:48.640 --> 0:21:52.320 daylight at all regardless of how the member has wants 0:21:52.480 --> 0:21:55.800 to connect with the human agent. A lot of members, 0:21:55.880 --> 0:21:59.359 you know, are are dealing with time challenges and they 0:21:59.359 --> 0:22:01.959 don't want to call up anymore. They just want somebody 0:22:02.000 --> 0:22:04.440 to you know, be able to chat with. We try 0:22:04.480 --> 0:22:06.880 and respond to all that, and then if if somebody 0:22:06.960 --> 0:22:11.160 needs a human agent, then we go there. Yeah. Yeah, 0:22:11.720 --> 0:22:16.280 what's what did your what did your members tell you about, 0:22:16.760 --> 0:22:22.439 either explicitly or implicitly about what they wanted? You know, 0:22:22.480 --> 0:22:24.199 we've been through this. We've just been through a year 0:22:24.200 --> 0:22:28.320 and a half of craziness, you know, where everything is 0:22:28.320 --> 0:22:31.040 being turned upside down. I'm curious, what have you what 0:22:31.080 --> 0:22:34.520 have you learned from them over the last stretch is 0:22:34.560 --> 0:22:37.119 what a member wants today very different than it was 0:22:37.119 --> 0:22:41.160 two years ago. Definitely, Malcolm. If you look at that, 0:22:41.720 --> 0:22:43.920 you know, the terms that you use in healthcare are 0:22:44.040 --> 0:22:46.560 very very complex, and it's very difficult for people to 0:22:46.640 --> 0:22:49.480 understand what my cope is. What is an out of network, 0:22:49.560 --> 0:22:53.520