mPulse, a leading provider of Health Experience and Insights (HXI) technology, announced a newly enhanced and consolidated Activate layer of its HXI platform. The HXI platform integrates foundational digital engagement capabilities that enable healthcare organizations to deploy personalized digital experiences that improve the consumer experience, create operational efficiencies and deliver improved health outcomes. The new Activate layer represents the next evolution of mPulse’s omnichannel engagement capabilities. With it, health plans can now launch conversational AI-driven omnichannel engagement programs in days using the Activator layer’s new suite of program orchestration capabilities.
The Activate layer enables streamlined deployment of mPulse’s ready-to-go Activator programs that address critical consumer engagement challenges for health plans, helping them achieve market leading performance. These programs include gaps-in-care, CAHPSTM, medication adherence, emergency department deflection, access to care, plus many more. Activators are highly configurable across key healthcare consumer attributes that impact personalization—languages, communication channels and call-to-action (CTA) links—and combined with mPulse’s AI technology, they dynamically personalize outreach to each individual’s needs to optimize program outcomes. The Activate platform layer provides access to over 75 Activator programs so organizations can efficiently deploy broad engagement strategies aligned to their enterprise performance goals.
“Over a decade of partnering with leading healthcare organizations has given mPulse critical insights that drove the innovation behind our enhanced Activate platform layer,” said Sanjeev Sawai, Chief Technology Officer at mPulse. “We passionately believe that combining advanced AI-powered technology with expertly developed content is the clear best way to maximize engagement outcomes. Our Activators achieve this, and their configurable ready-to-go design makes it easier for healthcare organizations to deploy advanced digital solutions than ever before.”
mPulse’s Activators have been deployed by leading healthcare organizations with a proven record of delivering business efficiencies and improved health outcomes:
- A medication adherence Activator targeting dual-eligible members of a large national health plan achieved a 61% refill rate within 7 days vs. 47% for a comparative group.
- An emergency department (ED) deflection Activator targeting members of a national health plan who were frequent users achieved a 30% reduction in ED visits.
The platform’s latest Activate layer enhancements add key features that enhance the consumer experience:
- Omnichannel capabilities across SMS, MMS, Voice, email and Mobile Web support digital accessibility and help health plans align their strategies with consumer preferences.
- Speech recognition across 7 languages enables dynamic IVR outreach aligned to organizational health equity goals.
- Engagement program development and journey building tools.
- Advanced orchestration technology helps health plans prevent member abrasion and ensures the most important calls and messages reach members first.
Initially, these enhanced programs will be available through managed services and will expand to customer self-service via the Activate layer UI Program Manager in 2025.
“Abrasion is a complex challenge that contributes to poor consumer experience and hinders effective outreach on key health topics,” said Saeed Aminzideh, Chief Product Officer at mPulse. “Our platform allows us to understand individual member preferences across channels and prioritize member outreach to deliver the best experience for them to manage their health, while aligning with business goals. Each interaction provides insights that improve future engagement.”
mPulse’s HXI platform establishes a closed loop ecosystem that enables advanced analytics and supports consumer health journey orchestration. HITRUST certified and HIPAA compliant, it consists of 3 core layers:
- Insights Layer: Powers AI/ML predictive models and advanced data visualization tools.
- Activate Layer: Enables the deployment of Activator programs, omnichannel engagement, and streaming content experiences.
- Connect Layer: Hosts mPulse’s health plan portal, acquisition, and billing products.
To learn how mPulse’s HXI platform can support your member engagement goals click here.
Consumer Assessment of Healthcare Providers and Systems (CAHPS) is a program of the Agency for Healthcare Research and Quality, U. S. Department of Health and Human Services.
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