Embracing AI and Machine Learning in Health Care

Artificial Intelligence (AI) and machine learning are becoming increasingly prevalent across all industries, with inevitable recognition in the health care space. The technology has proven to be transformative when it comes to not just administrative tasks and customer experience.

AI is already in use today, helping to improve how services are delivered to customers, across many sectors, on a daily basis. For example, at Cigna Healthcare^SM, we have invested in AI technology to enhance claim handling, thereby enhancing the customer, client and medical provider experience. This also enables more customer service agent time to be used directly supporting customers with their issues, ensuring that queries are resolved on the first call.

How AI is helping safeguard vitality globally at Cigna Healthcare

Safeguarding the health and vitality of the people we serve, no matter where they are in the world, is our priority. We continually challenge ourselves to strengthen and evolve our capabilities. We are investing in cutting-edge, differentiating capabilities that make a positive difference to our customers and clients. The Cigna Group is leveraging data to find actionable insights through automation and continuous improvement of artificial intelligence.

Our AI solutions are used to augment, never replace, the human experience, allowing experts to spend more time in the areas where they can apply their expertise. It does not replace people, as claims submitted still receive human review. Rather, AI is helping reduce errors while delivering greater speed of service.

The Cigna Healthcare AI Center of Enablement ensures that ethical AI practices  are followed by implementing guardrails, systemic controls, and processes that ensure responsible use.  This cross functional group brings together individuals across technology, privacy, security, legal, compliance, marketing and more to assess new use cases of AI and whether they meet our AI ethical principles. These include transparency, accountability, and safety. These guardrails also ensure we are incorporating useful, meaningful, human interactions in the system.

Learn more: AI in health care white paper

This article serves only as a reference and is intended for informational purposes only. Nothing in this article constitutes legal, tax, financial planning, health or medical advice including diagnosis or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition. References to third-party organizations or companies, and/or their products, processes or services, do not constitute an endorsement or warranty thereof. Products and services may not be available in all jurisdictions and are expressly excluded where prohibited by applicable law. All group insurance policies and health benefit plans contain exclusions and limitations. For costs and details of coverage, contact a Cigna Healthcare representative.

Product availability may vary by location and plan type and is subject to change. Products may not be available in all jurisdictions and are excluded where prohibited by law. All group health insurance policies and health benefit plans contain exclusions and limitations. For costs and details of coverage, review your plan documents or contact a Cigna Healthcare representative.
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