How can we transform a slow, search-based system into an AI-powered assistant for call agents?
With the rapid rise of tools like ChatGPT, Elevance Health initiated Sofie — its first enterprise LLM project — to help frontline agents serve members faster and more effectively. I partnered on this early-stage pilot to explore conversational UI patterns, streamline workflows, and test use cases that could replace manual data lookups with dynamic, AI-driven interactions.