Oklahoma Health Care Authority launches AI chatbot to assist with SoonerCare members

OKLAHOMA CITY – The Oklahoma Health Care Authority (OHCA) launched an AI system called SoonerGuide to quickly assist SoonerCare members with questions about eligibility, income guidelines and more. This system will improve SoonerCare members’ experience and help ease wait times that members are experiencing. The system will also free up valuable OHCA staff time to focus on more complex member needs and process eligibility verification more efficiently.

SoonerGuide is available 24/7 via the SoonerCare Helpline or on the OHCA website and can respond in three languages: English, Spanish and Vietnamese. When members start the call or online chat, they will be greeted with a message that says, “Hi, I’m SoonerGuide, your AI guide to Oklahoma Medicaid (known as SoonerCare). I can assist with information about SoonerCare programs, eligibility, Insure Oklahoma and SoonerSelect. I provide general information only and cannot review cases, determine eligibility or offer medical or legal advice. How can I help you today?” Members will then get answers to their questions in real-time. Members can always choose to speak with a live representative.

SoonerGuide will not ask members for sensitive information. It will help with questions such as “What is the income guideline for a family of 5?” or “I need help with a letter I received in the mail” or “How do I change my provider?”

“We know that our members’ time is valuable.” said Clay Bullard, CEO of the Oklahoma Health Care Authority. “SoonerGuide is our answer to giving members instant access to answers for common questions so that when they need to speak with someone directly, that time is spent on what's truly unique to their situation. We're confident this will make a real difference for the people we serve.”

SoonerGuide is now available to help members anytime through the SoonerCare helpline at 800-987-7767 or by visiting our website.

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