Healthcare leader connects digital friction to call center spikes.

Addressing member friction to optimize the digital experience.

A leading national healthcare provider, focused on improving the digital journey for its members, faced a major challenge: high contact center call volumes. The analytics team knew that a frustrating digital experience was often the root cause of these costly calls, but their dashboards had a critical blind spot. They could easily track issues that generated error codes but struggled to identify "silent failures"—instances where a feature breaks without an obvious error, frustrating members and leaving the analytics team guessing.

Uncovering a silent failure driving contact center calls.

To get ahead of member frustration, the team used Data Enrichment to identify sessions linked to calls to the contact center and Felix AI digital analysis to investigate member behavior and intent during those visits.. Session replays confirmed that users were struggling with a key communication feature, but because no error message was firing, the issue remained invisible to their traditional analytics. Felix AI instantly pointed to a broken “Email a pharmacist” feature, where the form failed to submit, blocking members from contacting their care team.

By highlighting the failure rate—over 73% of attempts—and its connection to contact center calls, the analytics manager was able to secure immediate buy-in from product and engineering teams to prioritize a fix. The team was able to identify the technical cause within hours and deploy a solution in under a week.

Impact:

• Prevented $86k loss: Quick resolution of the form submission error saved significant annual revenue by reducing costly contact center calls.
• Reduced member friction: Eliminated a major source of frustration for members trying to contact their care team online.
• Improved operational efficiency: Drastically reduced unnecessary calls to the contact center, freeing up agents to handle more complex member needs.
• Rapid problem resolution: Went from identifying a problem with Felix AI to deploying a fix in less than a week.
• Data-driven prioritization: Quantified insights enabled the product team to prioritize a critical, but previously invisible, bug.