AI TOOK MY JOB!
•This technology helps route calls faster but doesn’t replace licensed agents.
What is call routing or call distribution technology?
IVR systems
Call routing AI
Virtual call assistants (as long as they clarify it doesn’t replace licensed agents)
Acceptable Answers:
What skill helps agents handle change best?
Hint: change happens all the time
Adaptability
Fill in the blank
The SOA must be read ______.
Verbatim
What should be read before reviewing a benefit on the SOB?
The header
What human trait builds trust with our prospects?
Empathy
How would a robot respond to someone saying their spouse passed away
TRUE OR FALSE
AI can legally read the SOA for a Medicare call.
FALSE
What helps teams succeed despite change?
COMMUNICATION!!! Keeping a clear line of contact, sharing information as it is received .. etc
Do we HAVE to read all the boxes when reading the SOA
Yes.................
•True or False: You can skip SOB headers if the member understands.
FALSE.
You cannot skip SOB headers, even if the member “understands”
What do members value from agents?
Connection
"Would you enroll your grandmother in this plan?"
Name a job that AI has taken over
Administrative & Clerical
Administrative & Clerical
Finance & Data
Content & Creative
Software & Tech
Manufacturing & Logistics
What mindset supports performance?
Resilience ( will accept other adjectives)
•Why is reading the SOA verbatim important?
Because it ensures informed consent, protects the member, and keeps the agent and company compliant with CMS regulations.
Acceptable Answers:
It protects the agent’s license
It ensures the member clearly understands the scope of the call
It prevents compliance violations or audits
Why do SOB headers matter?
What is to provide clarity, structure, and ensure the member follows along accurately?
Open Discussion
One reason AI can’t fully replace human agents.
Accepted Answers:
Empathy
Licensing requirements
Real-time judgment
Member trust
What's a role does AI play in call centers today?
Grading calls for QA...., IVR systems, Think Agent, etc
What remain MUST constant even as systems change?
Professionalism
Who is protected when SOA is completed correctly?
Member, agent, and company
What does reading headers help prevent?
Member confusion, the caller can't see our screen they don't what's next or what the topic is half the time
"im getting all of this in the mail right?"
What strengthens member confidence when speaking to an agent?
Active listening
Why is human oversight required even with advanced AI?
Compliance, ethics, real-time decision making
When you're not RTS in a state, what must you do before reaching out to team chat/CORE chat?
Gather caller's information, read SOA, make sure they have an SEP..
C'MON !!
What is the risk of skipping or paraphrasing SOA?
Compliance violations and license risk AND $$ your commission
What is the goal of SOB navigation?
Clear understanding of benefits
Why do human agents matter long-term in our role?
Trust, compliance, integrity and care