MBA Administrators: Exploring AI Responsibly to Enhance Service and Savings

At the recent SPBA conference, one of the most intriguing sessions was “Engaging Plan Members with AI Chatbots” presented by Ramesh Kumar of Zakipoint Health. The discussion centered on how third-party administrators can use artificial intelligence to streamline operations, anticipate member needs, and improve service. For MBA Administrators, the session confirmed what we already knew: innovation has the potential to transform plan administration, but it must be approached responsibly.

What AI Can Offer TPAs

The session outlined three primary ways TPAs are beginning to use AI:

• Operational Efficiency: Automating repetitive tasks such as onboarding, form handling, and customer service call summaries.
• Predictive Insights: Using data to forecast costs and proactively identify members who may benefit from additional support.
• Member Engagement: Implementing AI chatbots that can respond to benefit questions in real time and at scale.

These tools, they claimed, are already capable of handling 20 to 50 percent of benefit inquiries, reducing strain on call centers while improving member satisfaction.

How MBA Stands Apart

MBA Administrators is a leader in self-funded plan administration, providing employers and brokers with the tools and expertise they need to deliver high-quality, cost-effective benefits. Our clients rely on us for compliance guidance, advanced reporting, and hands-on support for members. Every solution we offer is designed to balance cost savings with care, ensuring that employers can provide competitive benefits without unnecessary expense.

When it comes to AI, we recognize the opportunities but also the risks. While other organizations may adopt technology quickly, MBA takes a careful, client-first approach. We evaluate each new tool against the standards our clients expect: accuracy, transparency, and service that never loses its human touch. We believe that technology should enhance member experiences, not replace the trusted relationships we have built with employers, brokers, and their employees.

Our Responsible Approach to AI

MBA is actively reviewing how AI can strengthen the services we already provide. That may include helping members get faster answers to common questions, supporting employers with predictive insights on plan performance, or providing brokers with clearer reporting and analysis. But in every case, we are committed to ensuring that AI is used responsibly and in a way that protects the trust of our clients.

Looking Ahead

Artificial intelligence is no longer a distant possibility. It is already shaping the way many TPAs think about service and cost control. At MBA, we are embracing this future with caution and purpose. Our priority is to use technology in ways that add value without compromising what makes MBA unique: personalized service, rigorous compliance, and a commitment to helping employers and brokers achieve sustainable, affordable benefit plans.