HealthEquity announced a new development in building upon its technology investments to transform member experience. The company will deploy agentic AI capabilities that fundamentally change how members access and receive support — delivering highly personalized, conversational, and action-oriented interactions through voice and digital channels.
Developed in partnership with Parloa, a leader in AI agent management platforms for customer experiences, the solution will enable HealthEquity to deliver support that is faster, smarter, and deeply human.
“At HealthEquity, we believe technology should enhance human connection, not replace it,” said Jon Kessler, President and CEO, HealthEquity. “Our agentic AI capabilities will deliver the right answer at the right time with empathy at the center — whether it’s helping a member find the best way to pay for a prescription, resolving a lost card, or guiding them through a claim.”
“We are thrilled to partner with HealthEquity to bring our agentic AI platform to millions of their members,” said Malte Kosub, CEO and co-founder at Parloa. “Together we are creating experiences where members feel heard, understood, and empowered.”
Intelligent support when and where members need it
Rather than navigating a traditional IVR system, members will be able to speak naturally and get immediate, contextual help. The agentic AI understands the intent behind a question, maintains context throughout a multi-turn conversation, and — when appropriate — takes action on behalf of the member to resolve their issue in real time.
The technology will serve HealthEquity’s members across voice support, mobile app chat, and web chat for authenticated members, providing a cohesive and consistent experience regardless of channel. For complex or sensitive moments, the system ensures a human agent is always available to take over.
The initial launch is planned for November 2025, with a phased rollout continuing through 2026.
Building a foundation of innovation
This latest development builds on HealthEquity’s growing portfolio of technology-driven member solutions. The company continues to invest in purpose-built tools that address real member needs:
- Expedited Claims AI — An AI-powered claims processing solution that reduced average claims-entry time by 70%, with over half of claims processed in under two minutes.
- HSAnswers — A chatbot suite powered by generative AI that provides instant, accurate answers to members’ benefits questions, handling hundreds of thousands of support conversations.
- HealthEquity Assist™ — An integrated suite of benefit solutions designed to simplify administration for employers and improve the member experience.
Together, these investments reflect HealthEquity’s commitment to leveraging technology to make the healthcare benefits experience simpler, smarter, and more personal.
About HealthEquity
HealthEquity and its subsidiaries administer HSAs, FSAs, HRAs, and other consumer-directed benefits for more than 16 million accounts in partnership with employers, benefits advisors, and health and retirement plan providers. For more information, visit www.healthequity.com.
About Parloa
Parloa is the leading AI agent management platform for customer-obsessed enterprises. Parloa equips businesses with agentic AI solutions that automate contact centers, enhance customer experiences, and drive revenue growth. For more information, visit https://www.parloa.com.
More Information
Investors: ir@healthequity.com
Media: pr@healthequity.com