One of the largest municipal public employee retirement systems in the United States with more than 350,000 active members and retirees including civilian employees such as clerical workers, accountants and social workers, and uniformed employees.
Challenge
The company was looking to improve the customer experience in their call center and to automate more of their IVR services:
- Automate routine tasks like authentication, and Frequently Asked Questions
- Automate SMS links to callers for commonly requested forms and information
- Improve authentication security utilizing Voice Biometrics
The company had one agent queue for all customer services requests and no automation in their IVR. Agents were frequently spending time and effort manually authenticating callers, and answering requests for forms and common questions, instead of spending their time resolving more challenging or unique customers’ concerns about their retirement accounts.
The only answer to these problems was to hire more agents or allow caller wait times to increase.
Solution
Using Omilia Conversational Voice, built on Omilia Cloud Platform, they can now fulfill caller requests via automation using a custom-built intent model, including automating SMS responses to numerous caller requests, and authenticating calls directly in the IVR.
Omilia Conversational Voice is able to easily identify dozens of different kinds of caller requests. Customers get answers to their questions in seconds. The company is also able to make more informed decisions on which customer requests should be serviced by the conversational AI application and which should be given to agents due to their complexity, maximizing agents’ time serving more challenging calls.
Result
The company has been able to authenticate over 77% of callers in the IVR, reducing handling time with agents and allowing customers to begin self-service within the IVR, which will continue to drive containment increases as self-service functionality is deployed.
Omilia’s application is also able to gather customers’ phone numbers for SMS deflection with an 87.5% success rate.
What’s next
With the Omilia Conversational Voice application actively learning from customers and serving customer requests, the Omilia delivery team is continuing to develop and deploy additional self-services to further increase IVR containment for the company.
Additionally, the company will be adding Voice Biometrics authentication to their Omilia IVR in conjunction with an integration to LexisNexis for validation of callers, ensuring a smoother and easier process of identifying callers and serving them quickly and securely.
