The Challenge:

Immediately after a new Medicare plan year starts, this client experiences a surge in member inquiries about supplemental benefits and rewards, accompanied by challenges:

• Achieving Average Handle Time (AHT) target
• Maintaining call quality
• Achieving high customer satisfaction
• Shortcomings in knowledgebase that hampered agent effectiveness
• Inadequate outbound scripting mechanism
• Capacity to pivot quickly to outbound campaigns as needed

The Solution:

To facilitate agent effectiveness and improve overall performance, SupportPredict digital experience platform with Agent AI implemented for agent use, supplemented by Chat Bots component for inbound and outbound functions, Features included:

• Knowledgebase with easier search functionality
• Enhanced team communication about changes, valuable information, and incentives
• Ensured agents could bookmark solutions for future access
• Repository of frequently accessed solutions to speed up resolution times
• Employed chat bots for two most frequent inbound call drivers, with suggested and mandatory scripting to ensure resolution and compliance
• Used chat bots for outbound campaign scripting to improve compliance and satisfaction