CSS Copilot Desktop
Three-panel agent cockpit. Member context on the left, specialist workspace in the centre, AI assist on the right — tier-aware from the first second so the specialist stops recommending out-of-tier providers, the failure mode that lengthens calls and drives repeat contacts. Sits above whatever CCaaS HCSC chooses.
Speed
Standard-tier IL HMO member confirming whether her preferred specialist is in-network and what the copay will be.
DP
Dana Patel
Standard · BlueCare Direct HMO
Press Play to start the scripted conversation.
Specialist workspaceTurn 1 of 8
Dana Patel
BlueCare Direct HMO · IL · Group G-44218
Member ID XJK•••••456
Deductible (YTD)
$380 / $1,500
Out-of-pocket
$510 / $4,500
Recent claims
Quest Diagnostics
CL-9923441 · 2026-03-22
$124
PaidWalgreens Rx
CL-9912088 · 2026-02-14
$18
PaidLive sentiment
NEUTRALstable
AI AssistMember channel
Detected intent
Eligibility / network status check
Suggested response
Hi Dana, I'd be happy to check that for you. Let me look up Dr. Chen and confirm her network status.
Quick actions
Lookup providerCheck copayPull SBC
Knowledge (1)
BlueCare Direct HMO — Specialist visit copay
92%In-network specialist visit copay is $40 per visit on the IL HMO tier. Out-of-network specialists are typically not covered.
HCSC IL HMO Plan Document, §4.2
Same denial, provider sideClaims self-service botLook up CL-9988201 as Texas Imaging Center — same CO-197, two channels.Behind the suggestionsMulti-level routingWatch how each turn is scored across 8 factors before AI Assist responds.CompliancePHI scanningMember ID and claim # are flagged in real time — see the patterns at work.