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How Clearwater Benefits uses Observe Ai

80%+

automated member verification

As published on observe.ai. Captured by usedby on Oct 5, 2026.

What happened

Clearwater Benefits, a healthcare payer, uses Observe.AI's VoiceAI Agent to automatically verify members and providers at the start of calls in English and Spanish. The agent also handles tagging, routing and alerting, and transfers escalations to human agents with full context.

Summary written by usedby from the source page, in English. The figures are those of Observe Ai and Clearwater Benefits, not ours.

  • 35%“The VoiceAI Agent now verifies callers at the start of every interaction, returning 35% capacity back to human agents.”
  • ~5.5 minutes“Average handle time dropped from ~8 minutes to ~5.5 minutes, driven by faster verification, improved intent comprehension, and more efficient routing.”

Verification now averages ~90 seconds, while overall handle time has dropped to ~5.5 minutes, down from roughly eight minutes.

From the page. observe.ai, captured Oct 5, 2026

There’s no doubt implementing Amy has materially increased our operational capacity and improved how we scale our contact center.

Patrick Kolean, Senior Manager of Technology, Clearwater Benefits. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 80%+CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Clearwater Benefits.
  • Clearwater Benefits uses Observe AiCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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