Verida reduces training time and improves service quality across 4 million annual calls

Managing millions of calls with consistency

Each year, Verida coordinates around 3 million non-emergency medical trips for Medicaid and Medicare recipients. The company manages scheduling and call center support to help these patients get to and from their medical appointments. This involves managing large volumes of inbound calls and keeping up with compliance requirements while maintaining a consistent experience for every caller.

“It’s very important that member’s medical transports are managed effectively, that we’re facilitating the appropriate level of service to our riders,” says Chief Operating Officer Jim Degliumberto. “Making sure that we’ve got the quality tools in place to monitor our call center and our operations is really important.”

Verida partnered with Observe.AI to put those tools in place, implementing Real-Time Agent Assist and Post-Interaction AI, including Auto QA. With greater visibility into customer interactions and agents’ performance, managers can better respond to changing call volumes, coach agents more effectively, and improve key service metrics.

Faster onboarding and smarter support

Since rolling out the Observe.AI platform, Verida has seen reductions in its average handle time. Agents are staying on script, following protocols, and resolving issues faster with real-time guidance and coaching—all of which is speeding up call resolution.

“By using Observe.AI in our call centers, our agents are able to spend more time on the more complex calls, especially with Real-Time Agent Assist, making sure that the agent is being guided through the call appropriately,” says Degliumberto.

Training new agents has also become more efficient. With real-time tools supporting them from day one, Verida has shortened onboarding time and helped agents handle calls more consistently.

“We’ve seen some financial impact, especially around onboarding and training. The Real-Time Agent Assist product has allowed us to ramp our agents up quicker, reducing training time.”

Uncovering insights and driving improvements

Insights from Observe.AI also enable contact center managers to identify areas where agents are struggling. These findings have led to updates in internal guides and documentation, as well as improvements to scripts and coaching programs.

This kind of insight also informs broader business decisions. For example, managers use call transcripts and Observe.AI’s Moments feature to identify patterns, flag issues early, and drive changes in policy. Moments will automatically detect key events or behaviors in calls so managers can spot trends and act early before a small issue turns into a big problem.

According to Degliumberto, this ability to leverage data has led to important changes. “The insights we’ve gained from those calls have allowed us to change policies and procedures to better serve our customers.”

Ensuring compliance

Because Verida supports Medicaid and Medicare recipients, complying with the Health Insurance Portability and Accountability Act (HIPAA) is extremely important. The federal law protects sensitive health information from being disclosed without a patient’s consent.

“We need to make sure any solutions that we’re putting in place are compliant with HIPAA and any other state regulation,” explains Degliumberto.

Observe.AI automatically redacts HIPAA-related information such as patient names and medical conditions from call recordings and transcripts before any analysis is done. This helps Verida meet strict privacy and data protection requirements.

Easing agent load and improving service with call automation

To further improve customer experience and reduce agent workload, Verida will introduce VoiceAI agents to automate high-volume contact center calls. By handling routine inquiries with an always-available AI agent and routing complex cases to human agents, Verida decided to take a targeted approach to ensure that its support staff can focus on meaningful interactions—enhancing both efficiency and service quality.

“We’re taking a more measured approach—crawl, walk, run,” says Degliumberto. “We do anticipate being able to fully automate calls regarding confirming appointment details, cancellations of appointments, and enrolling in our appointment reminder program.  Those are the types of member interactions we can automate with this technology fairly quickly.”

He sees these automations as key to helping Verida scale during peak demand while still providing customers with fast and consistent support.

“Automating calls with a product like Observe.AI’s VoiceAI is very important for contact centers like Verida to offer self-service to customers, scale during times of increased call volume, maintain service levels, and give customers an alternative to a live agent,” adds Degliumberto. “Our customers will appreciate the option of working with an AI agent who can answer their questions quickly, when they need it.”

Looking ahead, Verida plans to expand its use of VoiceAI agents in phases. As the system continues to learn and uncover more topics for automation, Verida aims to further enhance efficiency, streamline operations, and continue delivering fast, reliable and meaningful support for their members at scale.