Live

Onboarding agent for GEMS

The onboarding agent for GEMS saves the member’s GEMS plan during onboarding, so later answers use it.

Ridgeway LogisticsOnboarding agentWhatsApp

Onboarding agent: Welcome to Ridgeway Logistics, Nomsa. Two quick questions so I can set things up. What would you most like help with?
Customer: I want to use the benefits on offer.
Onboarding agent: Got it. Is WhatsApp or email better for check-ins, and is morning or evening better?
Customer: WhatsApp, evenings.
Saved goal and preferencesGEMS
Onboarding agent: Perfect. I’ll check in on Monday evenings, and you can message me any time in between.

Sample conversation. People, brands and figures are made up.

What it can do with GEMS

Saves the member’s GEMS plan during onboarding, so later answers use it
Match the member to their GEMS option from the 6 on file (Emerald, Emerald Value, Tanzanite One and 3 more), with their membership number, from a message or a photo of their card
Answer what the member’s option covers from the GEMS plan guide, with the figures for their option and the source shown
Read a claims or benefit statement the member sends and explain each line still owed, in plain words

Saves the member’s GEMS plan during onboarding, so later answers use it.

Yes.

The goal, preferred channel and time, and anything the person chooses to share.

No.

No.

Ollie’s agents give wellness guidance. They don’t diagnose or prescribe, and hand off to a human expert when needed.