S1E28: Agentic AI For Health Plans & Healthcare Is Here | HealthTech2Care Podcast with Bert Fernandez

HealthTech2Care Podcast featuring Henry Peter, Co-Founder, CTO, & CISO at Ushur Henry Peter (Guest): 🌐 Website: https://ushur.ai 🔗 LinkedIn: https://www.linkedin.com/in/henrytpeter  📺 YouTube: http://www.youtube.com/@ushur4999  Bert Fernandez (Host): 🌐 Website: https://www.healthtech2care.com 🔗 LinkedIn: https://www.linkedin.com/in/bert-fernandez 📺 YouTube: https://www.youtube.com/@HealthTech2Care 🎙️ In this episode, Henry Peter explains how Ushur evolved from an outbound SMS platform into a full Customer Experience Automation (CXA) platform powered by agentic AI. He breaks down what makes AI agents different from traditional workflows, how they support real-time, natural language interactions, and why regulated industries like healthcare require thoughtful design and strict compliance. We cover Ushur's journey-based approach to automating the entire member lifecycle—from onboarding to claims and pre-authorization—and how health plans are now launching AI agents that act on a member's behalf to reduce friction, wait times, and manual work. ⏱️ Timestamps: 00:00 Intro: From Bell Labs to Ushur: founding story and early vision 01:58 Customer experience meets automation: building a CXA platform 04:56 Why healthcare is uniquely complex (and how Ushur adapted) 08:44 AI, compliance, and scaling across regulated industries 12:57 No-code → AI agents → agentic automation 16:00 Real healthcare use cases: Medicare redetermination, ID cards, PCP changes 19:52 Overcoming adoption barriers: testing, bias, and runtime behavior 23:36 What's next: autonomous service and getting started with Ushur 🔑 Highlights: CXA starts with customer needs, then automates the full journey   Agentic AI lets users state their goal; the system figures out the steps   Health plans use AI agents to handle address changes, ID cards, PCP updates, and more   Ushur's platform supports HIPAA, TCPA, SOC 2, and HITRUST compliance   Autonomous services now run in the background—no need for prompts or menus 👉 Learn more about Ushur's AI-powered CXA platform: https://ushur.ai 🔔 Subscribe to our YouTube channel for more conversations with standout voices in U.S. healthcare & life sciences: https://www.youtube.com/@HealthTech2Care #CustomerExperience #MemberExperience #CXA #AIAgents #AutonomousService #HealthcareAI #DigitalHealth #AgenticAI #Ushur #HealthTech2Care