Twilio Case Studies Icario's Innovative Approach to Personalized Healthcare Communication

	Icario's Innovative Approach to Personalized Healthcare Communication Twilio

Icario's Innovative Approach to Personalized Healthcare Communication

Twilio

Technology Category	Analytics & Modeling - Machine Learning Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Healthcare & Hospitals Retail
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Predictive Maintenance Speech Recognition
Services	Data Science Services System Integration
Challenge	The healthcare industry is increasingly leveraging technology to improve patient experiences. However, this push for innovation often overlooks those who are not digitally inclined, lack access to certain technologies, or prefer traditional communication methods. Icario, a health action platform, was faced with the challenge of ensuring healthcare is accessible to everyone, regardless of their technological capabilities or preferences. They aimed to engage and motivate health plan members to take control of their health using the communication channel that suits them best. However, they faced difficulties in integrating a seamless Interactive Voice Response (IVR) system into their platform, which was crucial for their largely government healthcare customer base, many of whom still prefer voice calls over other communication methods. Read More
About Customer	Icario, previously known as Revel + NovuHealth, is a health action platform that supports healthcare organizations to engage and motivate health plan members to take control of their health. They bring together behavioral research, data science, and their multi-channel platform to deliver personalization at scale. Icario uses SMS, email, snail mail, and voice outreach to engage members and motivate them to take specific health actions. Much of their customer base is in the government healthcare space, and they work extensively with Medicare populations. They aim to make healthcare accessible to everyone, regardless of their technological capabilities or preferences. Read More
Solution	Icario, which was already using Twilio for text messaging, decided to leverage Twilio's voice support to replace their previous IVR vendor that was not scaling at the pace they needed. Within three weeks, Icario had a working voice platform prototype using Twilio Programmable Voice. This solution allowed Icario to orchestrate outreach in innovative and creative ways, making them more effective. Icario's voice platform, along with their suite of communication channels, enabled them to intelligently use member data to identify the right message, channel, and time for communication. They could now offer anything from basic informational content to a more interactive health assessment, regardless of the communication channel. Upon completing the assessment, Icario evaluates the responses and creates personalized health action plans to support unique member needs. They also use a combination of behavioral research and machine learning to reach other hard-to-reach members. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Healthcare & Hospitals

Retail

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Predictive Maintenance

Speech Recognition

Services

Data Science Services

System Integration

Challenge

The healthcare industry is increasingly leveraging technology to improve patient experiences. However, this push for innovation often overlooks those who are not digitally inclined, lack access to certain technologies, or prefer traditional communication methods. Icario, a health action platform, was faced with the challenge of ensuring healthcare is accessible to everyone, regardless of their technological capabilities or preferences. They aimed to engage and motivate health plan members to take control of their health using the communication channel that suits them best. However, they faced difficulties in integrating a seamless Interactive Voice Response (IVR) system into their platform, which was crucial for their largely government healthcare customer base, many of whom still prefer voice calls over other communication methods.

About Customer

Icario, previously known as Revel + NovuHealth, is a health action platform that supports healthcare organizations to engage and motivate health plan members to take control of their health. They bring together behavioral research, data science, and their multi-channel platform to deliver personalization at scale. Icario uses SMS, email, snail mail, and voice outreach to engage members and motivate them to take specific health actions. Much of their customer base is in the government healthcare space, and they work extensively with Medicare populations. They aim to make healthcare accessible to everyone, regardless of their technological capabilities or preferences.

Solution

Icario, which was already using Twilio for text messaging, decided to leverage Twilio's voice support to replace their previous IVR vendor that was not scaling at the pace they needed. Within three weeks, Icario had a working voice platform prototype using Twilio Programmable Voice. This solution allowed Icario to orchestrate outreach in innovative and creative ways, making them more effective. Icario's voice platform, along with their suite of communication channels, enabled them to intelligently use member data to identify the right message, channel, and time for communication. They could now offer anything from basic informational content to a more interactive health assessment, regardless of the communication channel. Upon completing the assessment, Icario evaluates the responses and creates personalized health action plans to support unique member needs. They also use a combination of behavioral research and machine learning to reach other hard-to-reach members.

Impact #1	The integration of Twilio's voice support into Icario's platform has significantly improved their ability to reach and engage with their members, particularly those who prefer voice calls. This has not only enhanced the individual health outcomes of their members but also benefited the entire healthcare ecosystem. The solution has also enabled Icario to be more intelligent about how they use member data to identify the right message, channel, and time for communication. This has resulted in more personalized and effective health action plans for their members. Furthermore, the use of behavioral research and machine learning has allowed Icario to reach other hard-to-reach members, thereby expanding their reach and impact.

Impact #1

The integration of Twilio's voice support into Icario's platform has significantly improved their ability to reach and engage with their members, particularly those who prefer voice calls. This has not only enhanced the individual health outcomes of their members but also benefited the entire healthcare ecosystem. The solution has also enabled Icario to be more intelligent about how they use member data to identify the right message, channel, and time for communication. This has resulted in more personalized and effective health action plans for their members. Furthermore, the use of behavioral research and machine learning has allowed Icario to reach other hard-to-reach members, thereby expanding their reach and impact.

Benefit #1	40 million voice calls on Twilio in 2021 (estimated)
Benefit #2	2X improvement in answering machine detection and reliability
Benefit #3	Developed a working voice platform prototype using Twilio Programmable Voice within three weeks

Benefit #1

40 million voice calls on Twilio in 2021 (estimated)

Benefit #2

2X improvement in answering machine detection and reliability

Benefit #3

Developed a working voice platform prototype using Twilio Programmable Voice within three weeks

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Overview

Icario's Innovative Approach to Personalized Healthcare Communication

Operational Impact

Quantitative Benefit