Customer Experience Success with Real-time AI

"We’ve seen a decrease in AHT due to real-time agent assists’ ability to help guide our agents through the call, keeping them from wandering off script, ensuring that our agents are handling calls appropriately and as quickly as possible.”

“Once we deployed knowledge AI, we taught the team how to teach themselves. We started seeing less escalations and lower handle times because they no longer waited on certain people to answer questions. We also get feedback on our knowledge articles and can improve them for other employees.”

"We’ve taken off their [care advocates] plate the cognitive load of trying to do multiple things at once. In a nutshell, we have leveled up our notes, saved the business time, and are fostering member engagement."