# How Clearwater Benefits uses Observe Ai

**80%+** automated member verification

As published on [observe.ai](https://www.observe.ai/customers/faster-verification-better-experience-clearwater-benefits-transformed-intake-with-voiceai). Captured by usedby on 2026-10-05.

- Company: [Clearwater Benefits](https://www.usedby.ai/companies/clearwater-benefits.md)
- Tool: [Observe Ai](https://www.usedby.ai/tools/observe-ai.md)
- Teams: Contact Center

## What the story says

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.

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

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 80%+ is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Clearwater Benefits.
- Checked: Clearwater Benefits uses Observe Ai. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/clearwater-benefits-observe-ai · How we check: https://www.usedby.ai/methodology