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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
View all episodes
By Bert FernandezHealthTech2Care 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