Scaling trust, clarity, and connection — through an AI assistant built for mission.
Overview
Meet Grace: Medi-Share's Trusted AI Guide
Gloo partnered with Medi-Share®, a leading Christian health-care sharing organization, to reimagine how prospective members explore, learn, and connect online.
The result: Grace — a custom AI concierge that embodies Medi-Share’s mission and voice. Grace leads visitors through their decision journey, answering questions with empathy and theological grounding, scheduling calls via Calendly, and handing off to live agents at the right moment.
“Grace gave us a way to scale meaningful conversations with prospective members without losing the human touch.” – Marq James, Chief Marketing Officer, Medi-Share
The Challenge
Turning Curiosity into Connection
Every day, visitors arrive at Medi-Share.com with genuine curiosity and big questions:
“How does this differ from traditional health care?”
“Is this aligned with my faith and values?”
“Who will I talk to if I need help?”
But digital traffic was growing faster than live teams could respond. Human support couldn’t scale 24/7, and traditional tools lacked the personal, faith-aligned nuance that Medi-Share members expect. They needed a way to meet people where they are — instantly, personally, and in their own voice.
The Solution
An Embedded Assistant — Built for Mission, Trained for Trust, Integrated for Action
Together, Medi-Share and Gloo built Grace — a brand-aligned AI assistant that extends Medi-Share's reach while keeping every interaction grounded in care and conviction.
By introducing a faith-aligned AI assistant, the organization was able to guide visitors in a deeply personal way, while reserving human interaction for the moments that mattered most. The result was smarter use of limited staff — and a more responsive, human-centered experience.
Grace is:
Embedded directly on Medi-Share.com with full brand styling
Context-aware, recognizing returning users and personalizing conversations
Action-oriented, scheduling calls via Calendly without leaving the page
Integrated, handing off to live agents with full conversation context
Insightful, tracking engagement and feedback for continuous improvement
And equally important, the assistant is designed with built-in triggers: when spiritual weight, emotional tone, or logistical complexity surface, the system routes the conversation to a live human — no friction, no confusion.
With Phase 2 in process, Grace’s capabilities will expand with provider search and intelligent site-wide chat, further streamlining the path from interest to enrollment.
The Strategy
A Seamless Bridge from First Question to Human Connection
Grace is more than a chatbot — it’s a connected system. Through deep integration with Medi-Share’s APIs and CRM, every interaction feeds insight across the organization:
A visitor who expresses uncertainty can be auto-tagged in the CRM for pastoral outreach
A scheduled call can trigger a pre-meeting brief for the sales team, including the assistant’s conversation summary
Repeated questions inform updates to FAQs and knowledge bases
Patterns of engagement help refine marketing and member-care strategy
This interoperability ensures every digital touchpoint serves the same mission: building trust through clarity, consistency, and compassion.
The Impact
Extending Ministry, Not Replacing It
Grace becomes a bridge — linking marketing, sales, and member care — all in the service of building real relationships and has redefined what digital engagement can look like for values-driven organizations. Early results show higher engagement, faster response times, and more meaningful first conversations.
Medi-Share now offers a 24/7 digital front door — one that listens, guides, and connects.
“When someone meets us digitally, we want it to feel like they’ve just walked into our living room — not a help desk. That’s the power of Grace.” — Medi-Share Team Member
The Future
Extending Ministry, Not Replacing It
Grace demonstrates what’s possible when technology amplifies mission instead of diluting it — when AI doesn’t just automate, but aligns.
For faith-based and values-driven organizations, this model offers a blueprint: how to extend human connection with technology that listens, understands, and serves.