Blue Cross Blue Shield of Michigan The AI Journey
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Blue Cross Blue Shield of Michigan has been leading the way in digital innovation for over a decade. We began embracing AI early on in our corporate evolution to deliver better customer experiences and streamline operations. It’s been a gradual, iterative process, but one that has proven to be worth the effort. Here’s a snapshot of our journey: The earliest days of AI at Blue Cross Blue Shield of Michigan were characterized by a mix of fear and excitement. We had just hired a new CEO, and he
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As the AI market is rapidly evolving, Blue Cross Blue Shield of Michigan embarked on an AI journey. index They sought to automate their healthcare system’s back office operations to reduce costs and deliver improved efficiency, enhancing patient experience. Blue Cross Blue Shield of Michigan, with an experience of over 100 years, was one of the first US health insurers to embark on a digital transformation journey. They had an extensive legacy system that was still in use, but they realized that they would need to up-scale A
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I had worked for over 2 decades in the financial sector for a global life insurance company. In 2021, I was given the opportunity to work for a leading Health insurance and HMO company based in Detroit. They were looking for a tech leader to take their AI program to the next level. I was excited to begin a new journey and started working on several cutting-edge AI projects within the company. These projects involved analyzing patient data to develop better health insurance policies and to provide personalized healthcare services to patients. The
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At Blue Cross Blue Shield of Michigan, our journey to AI began over 10 years ago. It was a long and winding road filled with challenges, but we never gave up. Today, AI plays a central role in our organization, enabling us to deliver better, faster, and more personalized care to our members. First, we needed a platform to power our digital services. We chose Numenta’s Neuromorphic Education Platform, which enabled us to develop custom AI models based on our members’ medical needs. The platform provided us
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I recently interviewed one of Blue Cross Blue Shield of Michigan’s Chief Information Officers, who’s been involved in their new AI journey. Here’s a snapshot of his conversation: The conversation was brief, but revealing. He said that the company has been working on the idea of AI for 10 years, first in 2004. But the focus was on how it could enhance patient care, with predictive analytics, machine learning, and natural language processing (NLP). The company was also very interested in social engagement
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Blue Cross Blue Shield of Michigan was founded in 1908 in Detroit. The company was sold to Wells Fargo in 1996 and renamed Wellmark Health Insurance Company. This was a major change for the company as it went from being a local insurer to one that offered services across several states. Over the next few years, Wellmark continued to expand. This is reflected in the AI that is used in its products. This involves using algorithms to help consumers make healthcare choices, which can help reduce costs and improve quality.
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Blue Cross Blue Shield of Michigan (BCBSM) is the first health insurance organization in Michigan to use artificial intelligence (AI) in its business operations. As one of America’s largest health insurers, BCBSM is dedicated to improving the affordability, accessibility and quality of healthcare in Michigan. The AI Journey started in 2019 when BCBSM introduced a chatbot on Facebook Messenger to answer customer queries about health insurance. This chatbot became popular with its quick and friendly responses. In