AI is answering calls at eHealth; Regal, which sells the agent, says purchase rates are 27% higher than with humans
The figures come from Regal, which provides Alice, the voice agent eHealth uses: the agent answers every call immediately, and 77% of callers' satisfaction ratings are "exceptional."
What's happening
According to CX Dive, Regal's voice AI agent Alice now handles incoming calls full-time at eHealth, where most customers call during the Medicare enrollment period; the February 2025 pilot started with after-hours calls. Between 70% and 80% of customers buy over the phone, which had led to six-hour waits to reach a licensed agent. According to Atul Kumar, perhaps half a million calls come in over the roughly 54-day period; even working 14 to 16 hours a day, weekends included, the team cannot get to all of them.
Whose desk it lands on
The head of an insurance call center. Who will work with the compliance team to test a voice agent that must read a legal privacy statement without interruption?
Our view
The CX Brief's interpretation, not a claim made by the source.
More instructive than the 27% purchase-rate gap reported by Regal, which sells the agent, is how eHealth rolled the agent out. Kumar says voice AI is not a plug-and-play solution in a regulated business; Kumar's team brought compliance-related units, from quality assurance to trainers, into the process. In a business like this, the timeline depends less on the agent learning to talk than on the compliance units coming to trust it.
