The Challenge
The contact center was overwhelmed with the number of inquiries from claimants both during business hours and after hours. Frustrated citizens looking for information were bombarding customer service agents, creating long hold times and wait times. This also created frustrations for agents who weren't provided accurate caller and claimant information to preview before taking calls.

The Solution
Connex began working with leadership to find a viable and quick solution to meet the challenges. Connex implemented a Natural Language automated application in tandem with Genesys Cloud contact center with automated web chat and self-service. The automation provides website visitors and callers access to a wealth of self-service features that offloaded much of the daily traffic from agents.

Natural Language is far more effective than an IVR with speech recognition and is also used by web chat services. Callers can now speak freely with their requests and the application is able to understand the callers' intent with remarkable accuracy.

The Outcome
‍Citizens who choose the webchat can get accurate claim information 24/7. The same is true for the Natural Language voice service. Citizens/claimants can now request a call from an agent to meet the caller's schedule during normal working hours. Agents have the time to research each claimant's request before the scheduled call back. The overall experiences of both the citizen and the agent are greatly improved. In fact, agents have provided feedback to call center management that "they love the new process". With efficiency comes lower costs, quicker resolution of claims, and delighted citizens.

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