A real-world challenge
When health plan members called their insurance help line with a wide variety of issues, contact center agents had to manually search through multiple sources to find answers. The insurer reached out to Carelon Global Solutions for assistance.
Our AI team used cognitive robotic process automation (RPA) to create Smart Help. This technology delivers information promptly and accurately to contact center agents, helping them resolve most issues in a single call.
This efficiency improved customer satisfaction, decreased the pressure on contact center agents, reduced call volume by 30%, and saved our client $500K annually.