Castlight Health Introduces New AI Guide that Makes Healthcare Navigation as Simple as a Text and as Accurate as a Benefits Expert
Castlight introduces an AI and human hybrid experience to deliver personalized answers using real-time plan data for simplified healthcare navigation
Castlight Health, a leading healthcare navigation and benefits engagement platform, today announced the launch of Prism, a new artificial intelligence (AI)-powered conversational guide designed to help employees navigate their health benefits and care options with greater accuracy, personalization and support.
A recent OpenAI report found that more than 40 million people a day utilize ChatGPT for health related questions. Unlike general-purpose AI tools that return generic answers, Prism draws on each member’s specific benefits plan, eligibility data, claims history, deductible status, and care preferences; delivering responses that reflect their actual situation, not the average person.
For employees, Prism functions as a personalized benefits guide available 24 hours a day via the Castlight app or web platform. Members can ask Prism whether a service is covered, how much is left in their HSA, which in-network providers are available near them, or whether they’re missing out on a program that fits their health situation. When a question requires human judgment, Prism connects seamlessly to Castlight’s licensed Care Guides. These clinicians and care advocates receive the full context of the conversation so the member never has to repeat themselves.
“Benefits navigation has been broken for a long time, not because employees don’t care about their health, but because the tools they’ve had to use were never built to meet them where they are. Prism changes that. It’s not just a chatbot layered on top of a benefits portal. It’s the beginning of a new category: an intelligent operating layer that knows each member’s actual situation and works on their behalf in real time. We built this because we believe every employee deserves a guide that’s as knowledgeable as their benefits team and as accessible as a text message.” said Nicole Fink, VP, Product at Castlight Health.
Built to Get Smarter Over Time
The version of Prism available today is the foundation of what the technology is ultimately designed to deliver. Castlight’s roadmap envisions Prism deploying predictive intelligence to identify members at risk of disengaging from care programs – including point solutions – before gaps widen into worse outcomes. This includes the ability to detect when a member created an account with a vendor but never followed through, flag missed screenings and overdue checkups, and reach out in real time across in-app messaging, push, email, or SMS to reconnect them with the right resources at the right moment.
That same intelligence is intended to power two additional capabilities over time. The first is Prism as a long-term health planner, designed to help members set meaningful health goals, account for upcoming procedures or medical events, and build a forward-looking Wellbeing Path tailored to their benefits and personal priorities.
Secondly, Prism aims to deliver real-time care delivery guidance: Prism is being built with the ability to recognize when a member may be in a high-cost care setting such as an emergency room, and surface lower-cost, clinically appropriate alternatives in the moment, an urgent care down the street as an example. Together, these represent Castlight’s vision for a platform that doesn’t just respond to members when they have questions but anticipates what they need, and acts.
Want to learn more? Watch our upcoming webinar, “The Next Generation of Castlight: What’s New and What’s Next,” and see how Prism and other updates coming to market are changing what’s possible for benefits leaders and their populations. Register now or watch on demand anytime after April 16, 2026.
Availability
Prism is available now for Castlight Health clients. Member-facing capabilities are rolling out to all clients over the next several quarters. Features described as part of Castlight’s future roadmap are in development and not yet generally available; availability and timing are subject to change. To learn more request a demo today.
