A leading supplemental health insurer wanted to improve customer satisfaction by re-imagining existing contact center processes and technology. The key issues included non-value-adding calls, manual procedures dependent on contact center specialists, and limited capability of digital channels.
We orchestrated a comprehensive mobile-enabled operations platform with Pega, that seamlessly integrated IVR and CTI. The solution introduced chat capabilities, based on AI-driven virtual assistant to enhance client interactions through automated responses. We incorporated payment processing functionality within the chat system to streamline operations.
An end to end AI-based Virtual Assistant providing highly effective operations, resolving a substantial percentage of chat cases and emails autonomously.