Top Health Insurance Provider Reduces Response And Wait Times By 3x With IVR Assistants.
Top Health Insurance Provider Reduces Response And Wait Times By 3x With IVR Assistants.
Challenge
Every day, the Florida Blue contact center handles numerous member inquiries, including requests for digital ID cards, status checks on claims, form submissions, and more. Agents devote most of their time to managing these queries, resulting in prolonged wait times for members and a less-than-ideal customer service experience.
To address this challenge, the company sought a solution to automate routine member services through guided self-service options. This initiative aimed to improve customer satisfaction by minimizing wait times and allowing agents to focus on assisting members with more intricate requirements.
Solution
In order to manage incoming call volumes and member inquiries more effectively, the Florida Blue team created a visual IVR assistant using White Gator AI’s platform. Florida Blue's results demonstrate the success of this initiative, evident in the satisfaction of both contact center agents and customers. Following the integration of the visual IVR assistant into their contact center, the Florida Blue team has observed a significant improvement in both customer satisfaction and agent productivity.
Key Stats
3x
Reduction In Response And Wait Times
90%
Call Containment Rate
1200+
Member ID Cards Delivered Per Day
Explore this case study to discover how Florida Blue utilized Visual IVR Assistants to provide streamlined customer service and enhance the customer experience through White Gator AI’s platform.
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