Who is Gia?
Gia is Gyde's AI virtual assistant who reaches out on behalf of brokers to support and care for their clients. She connects with members by both text and voice — including live phone calls for things like welcome outreach, enrollment, and lead qualification — to provide guidance, answer questions, and help them navigate their benefits and care experience.
How do I see conversations between Gia and my clients?
Every client conversation is visible in your GydeOS account under that client's profile, giving you full visibility into Gyde's outreach. Voice calls are surfaced there as recordings and transcripts, alongside text conversations.
Can brokers interject into AI conversations?
No, brokers can’t add to Gia's client conversations directly. However, if a client asks to speak to their broker, the AI will immediately notify them.
What happens if a client escalates and asks to speak to their broker?
Gia instantly flags the request. You’ll receive a notification in GydeOS and an email alert so you can follow up right away, depending on how you have your notification preferences set up.
Can I see when SMS texts are being sent to my clients?
Yes. Campaign schedules in the portal show when outreach is upcoming, sent, and completed.
How does Gia handle client updates, such as changes to living situation, finances, or health?
Gia gathers high-level updates from clients and summarizes them for review, so brokers are fully informed before each meeting.
What does the conversation with Gia look like for my client?
Gia reaches clients by both text and voice, and in either channel the experience is friendly, direct, and focused on helping them quickly. Clients can easily schedule appointments, share updates, or ask to speak with their broker.
What is Gia trying to accomplish when speaking to clients?
Gia's goal is to simplify renewals by notifying clients of their upcoming renewal, scheduling appointments, and gathering updates on financial or health changes. This allows brokers to focus on meaningful conversations and growing their book of business.
Does Gia only send one message, or can she follow up?
Gia can send timely follow-ups if clients don’t respond, ensuring no renewal opportunities are missed. Gyde adjusts follow-up timing based on prior engagement and communication history, while maintaining a respectful cadence that keeps clients informed without feeling over-contacted.
Can clients tell they’re speaking with AI?
Yes. Gia clearly introduces itself as the broker’s virtual assistant, so clients know it’s an agentic AI reaching out on the broker's behalf.
How does Gyde make sure Gia's answers to clients are accurate?
Gia's conversations with clients are grounded in that client's own information and official plan documents, such as the Statement of Benefits, so responses draw on verified sources rather than guesswork. We also actively review the responses Gia provides to ensure accuracy, and Gia flags anything that needs a broker's expertise rather than guessing.
How does Gia handle plans during the Annual Enrollment Period (AEP)?
During AEP, Gia's outreach is anchored to the client's current plan and tailors the conversation based on what's happening to that plan heading into the new plan year. That includes whether the plan is continuing largely unchanged, being discontinued, or seeing significant network or benefit changes, so each client is pointed to the most relevant next step. As updated plan-year information becomes available from carriers and CMS, Gia references it to help guide the client through their renewal.