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 ✓

01
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.
02
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.
03
Healthcare Tone Compliance
The generation prompt enforces your organization's tone guidelines — clinical accuracy, plain language standards, and regulatory caution for healthcare communications.
04
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