Anthem teams with IBM on AI experience for millions

By: Kurt Anderson

Anthem, Inc. is tapping IBM Services to collaborate on an enhanced digital experience for its nearly 40 million healthcare consumers. This builds on an existing service agreement.

Along with enterprise services for mainframe and data center management, IBM is working with Anthem to create an Artificial Intelligence (AI) environment that provides 24/7 digital capabilities and better healthcare access for health plan members, providers and employees.

IT automation at work

IBM and Anthem continue to work together on IT automation. Since joining forces, the they’ve implemented over 130 bots, many relying on AI, to increase operational efficiency by as much as 70 percent. This includes an AI system that identifies when a server is reaching capacity and shifts workloads to other servers ensuring that work and the customer experience aren’t impacted. This capability has improved systems availability and freed up teams to work on high-value projects.

A recent study by IDC emphasizes how AI helps businesses stay competitive and offer better service in a digital world, “Machine learning and artificial intelligence can be game changers here — where problems can be remediated more quickly or avoided altogether by leveraging data to drive better outcomes and streamline the support experience.”2

AI at the heart of digital transformation

The U.S. insurance industry is a competitive sector representing approximately $602 billion or 3.1 percent of the US Gross Domestic Product1. Ongoing industry shifts coupled with the need to cater to tech savvy customers require insurers to create a user-friendly, personalized healthcare experience. And consumers have grown accustomed to living in a digital world – they’re demanding the same intuitive experience from health insurance providers. And better services at a lower cost.

Given this market dynamic, Anthem is at the forefront of a massive digital transformation — providing service excellence to its millions of consumers with machine learning can help improve business operations, cut costs and increase customer satisfaction.

View the full announcement.

1“A Firm Foundation: How Insurance Supports the Economy”, Insurance Information Institute,

2″Accelerating the Support Experience with the Cognitive, AI-Powered Help Desk,” IDC, May 2018

About The Author

Kurt Anderson

Vice President, IBM Services

Kurt leads a team of 2000+ IBMers from around the world who deliver services in support of Anthem’s business. He started this role in June of 2014 and was responsible for creating IBM’s proposal and is now managing the execution of those commitments to Anthem.   Kurt recently celebrated his 30th year with IBM. He... Read more