Anonymous Member Personalization

Your members shouldn't have to explain themselves twice.

Perzo identifies the intent of anonymous members the moment they arrive and delivers a personalized experience that resolves their need before they reach a live agent.

Request Early Access See the ROI model ↓

62%

of member portal sessions begin unauthenticated with zero personalization

$11

average cost differential per contact: live agent vs. self-service resolution

90 days

structured pilot to measurable deflection data and a go / no-go decision

The Problem

The anonymous member gap is a deflection problem

When a member arrives at your portal without logging in, your platform has no context - no role, no intent, no history. Every visitor gets the same generic page. The ones who can't find what they need in seconds don't dig deeper. They call.

Generic landing pages fail to anticipate why a member arrived, even when clear signals exist
Members who escalate repeat their context to a live agent compounding cost and friction
No PII or authentication is needed, sufficient context exists in the anonymous session to act

// anonymous session — without perzo

Anonymous member arrives

100%

↓ generic page, no personalization

Finds self-service

~38%

Escalates to live agent

~62%

$5 – $12

per live agent contact

$0.10 – $0.50

per self-service resolution

Segments & Personas

Two modes. One precise result.

Perzo delivers personalization through two complementary audience models. System-applied Segments that detect intent automatically, and member-declared Personas that capture intent directly. Both activate before login. Neither requires PII.

Segments — System Applied

The platform reads the signal.

Perzo evaluates anonymous contextual signals on every page load. Referral source, URL path, device type, geographic region, time of visit and automatically matches the visitor to a pre-configured Segment.

Visitor from PA status page → Prior Auth Inquirer Segment
Formulary search referral → Drug Coverage Segment
First-session + enrollment referral → New Member Segment
Mobile + urgent-term URL → High-Urgency Segment

Segment Builder

Personas — Member Declared

The member states their need.

Where signal confidence is lower, Perzo presents a lightweight role-selection prompt. The member identifies their need in a single tap. Declared intent always supersedes inferred signals.

"I need prior auth help" → PA Member Persona
"Check my drug coverage" → Coverage Member Persona
"I'm a new member" → Onboarding Persona
Persona selection persists across sessions — configurable

Persona Builder

⚡

Priority Resolution: When both a Segment match and a Persona selection occur in the same session, the Persona always takes priority. A member who has declared their intent has provided the highest-quality signal available. Session persistence is configurable. Your Perzo admin controls whether Persona selections carry forward across visits.

Return on Investment

Even modest deflection rates produce material savings

Every anonymous session that resolves via self-service instead of escalating to a live agent eliminates $5–$12 in contact cost. At the scale of a regional or national PBM, even a 10% deflection rate generates millions annually.

$4.5M

conservative annual savings at 10% deflection, 500K monthly sessions

$18M

optimistic annual savings at 20% deflection, 1M+ monthly sessions

Based on $7.50 avg cost differential

90s

target time to self-service resolution for a personalized session

30 days

to pilot go-live from agreement — no infrastructure changes

Deflection Scenario Model

Scenario	Monthly Sessions	Deflection	Est. Annual Savings
No personalization	Any	0%	$0
Conservative	100,000	10%	$900K – $1.4M
Midpoint	250,000	15%	$3.4M – $5.4M
Optimistic	500,000	20%	$9M – $14.4M

Estimates based on $5–$12 cost differential per deflected contact. Replace with your internal data for precise projections.

Personalized Experiences

Every Segment and Persona delivers a purpose-built experience

Content editors configure personalized experiences through the Perzo visual editor field-by-field overrides for headlines, CTAs, body copy, and media without developer involvement.

Hero & CTA Variants

Replace the default headline and CTA with context-relevant copy for each Segment.

"Checking on your prior authorization? Get a real-time status update — no login required."

Self-Service Shortcuts

Surface the most relevant tool above the fold. Drug lookup, PA status, EOB retrieval.

Formulary Segment: search tool launches immediately, pre-populated with visit context.

Onboarding Flows

New member visitors get a structured experience. Benefits overview, account setup, ID card retrieval.

"Welcome to your benefits. Here's your member ID and how to find an in-network pharmacy."

Contextual Messaging

Deliver segment-specific alerts and guidance that match the member's likely question.

"Prior auth decisions typically take 2–3 business days. Check your status here →"

Smart Escalation Routing

When a member does escalate, Perzo passes captured context to the handoff so the agent starts with full intent.

Chat pre-filled: "I'm a new member with a question about my formulary."

Zone-Level Overrides

Every zone on the page can carry a Segment or Persona-specific variant, independently configured.

FAQ section auto-surfaces the 3 most relevant questions for the matched Segment.

AI-Assisted Content

Context-relevant copy, generated at the point of need

perzo / ai-assist

// editor requests variant copy for zone: Hero

// segment: Prior Auth Inquirer

context →

page_zone: "hero"

audience: "prior_auth_inquirer"

tone: "reassuring, direct"

generating →

headline:

"Your prior authorization is in progress."

cta_label: "Check My PA Status →"

// editor accepts, publishes to segment

status: live ✓

1
Segment & Persona Context Awareness
The AI Assist engine receives full audience context. Segment type, Persona, page zone, and tone guidelines before generating a suggestion. Every output is grounded in who the member is.
2
Field-Level Generation
Generate a headline. Generate a CTA label. Generate body copy. AI Assist works field-by-field. Editors review and approve each element independently.
3
Healthcare Tone Compliance
The generation prompt enforces your organization's tone guidelines. Clinical accuracy, plain language standards, and regulatory caution for healthcare communications.
4
Speed to Configuration
What previously took a day to produce - variant copy for three segments across six zones is drafted in minutes. Editors focus on judgment, not blank-page creation.

Early Access Program - Limited Availability

Be first. Pay less. Prove it fast.

Early access organizations receive preferred pricing locked for the life of their contract plus a dedicated onboarding track designed to reach pilot go-live in 30 days.

Request Early Access

No commitment required. We'll come prepared.

Preferred pricing, locked for contract life 90-day structured pilot Go-live in 30 days