The Challenge
For a U.S. Fortune 500 health plan, and 15+ year ResultsCX client, AEP raised the stakes for agent knowledge and operational capacity, necessitating:
- Expedited time to proficiency for new hires
- Agents’ understanding of complex member support needs
- Lower average handle times – without compromising the authenticity of care
The Solution
ResultsCX deployed Support Predict, AI-powered digital experience platform, in concert with analytics to help agents maximize call quality. Performance benefits included:
- Streamlined agent workflows with AI-powered bots
- Compiled actionable voice-of-the-customer intelligence from interaction analytics, quality audits, and CSAT feedback
- Delivered real-time efficiency-boosting insights to agents on-the-call
- Freed time for agents to build rapport with members rather than search for knowledgebase answers
- Increased ability to identify and resolve outstanding issues thanks to targeted, weekly performance reviews
The Results
Newly hired agents assisted by SupportPredict Bots consistently outperformed their peers:
- 15% higher accuracy scores while meeting the speed to proficiency target in the first month
- 12% greater customer satisfaction during the first month, with gains during months two and three
- One-minute reduction in AHT during the first month, with additional gains in the two subsequent months
- Reduced after-call work time and shorter hold times, alongside increased accuracy
