Health tech company Stellarus on Thursday announced the launch of an artificial intelligence-driven co-pilot aimed at assisting health insurance customer service representatives.
The solution, called Customer Service Representative (CSR) Chat, provides agents with real-time guidance and contextual support during live interactions, revealing relevant information, policies, and recommended responses directly in their workflows.
Vanessa Corella, president and CEO of Stellarus, said in an interview with Fierce Healthcare that “unsustainable health care costs” dominate conversations about the U.S. health care system.
“It’s not about talking about how things might go wrong at some point,” Colella said. “It’s not working today. One place it’s not working is cost. And the other place it’s not working is member experience.”
Colella said the solution hopes to address both core issues by reducing administrative burden and allowing representatives and members to “have important conversations.”
“There’s nothing more frustrating than trying to understand something about your health or health-related finances and having to re-explain a lot of things,” Colella says. “So if we can surface that information to our representatives, it makes the conversations between representatives and members very different and much richer.”
According to Colella, CSR Chat has an accuracy rate of 98.9% since its launch. “This combination of surfacing data and information that a representative needs something within their workflow and getting a quick and reliable answer is what really makes this work so appealing,” she said.
Colella said more than 1,300 customer service representatives are currently using the feature, and noted changes in behavior due to early feedback.
“It’s not just the technology that’s important,” Colella said. “You can put technology in front of everyone, but if behavior doesn’t change and people don’t use it, it’s like what happens when a tree falls in the forest…We see usage continue to increase every day. That’s the real answer to whether customer service reps are getting value from the technology.”
According to a July 30 announcement, CSR Chat is the first feature within Stellarus Company Suite to be commercially available. The AI-powered platform aims to help health plans deliver more personalized and intelligent responses to both members and providers.
Executives say Stellarus plans to expand Compass with additional features in the coming months.
Last week, the health tech company announced a strategic partnership with Anterior, a clinician-driven AI platform. Its goal is to support providers by automating RCM tasks such as case investigation and policy enforcement, freeing teams to focus on complex decisions.
Through this partnership, Anterior’s clinical AI will be integrated with Stellarus’ AtlasIQ platform to help health plans quickly deploy prior authorizations. All final decisions are made by licensed clinicians, not AI tools.
