Solution

Quantiphi built a solution for the client to address user-specific questions across a range of services. One of the key solutions was the virtual agent for unemployment, a voice solution integrated with the Twilio Contact Center platform that allows the citizens to seamlessly open new requests and check their status.

We implemented the Virtual Agent solution for chat and telephony channels in English and Spanish and Analytics Dashboard.

In order to provide a seamless customer experience, we created 109 Knowledge Base Question-Answer pairs and implemented voice in English and Spanish. We also added several basic static intents for high-priority self-services such as unemployment and COVID-19 benefits.

We created dynamic intents for authentication flow and scheduled call-back flow using SSN authentication along with 55 static intents.

We also integrated with client’s backend UTAB and Trumba APIs for user authentication and callback scheduling.

Results

Faster response rate with an average call duration of <2 minutes
Reduced human-agent interaction of arranging and rescheduling appointments and other employment-related queries with close to 2 lakhs interactive sessions completed over 10 months period
Reduced manual effort of fetching data with an analytics dashboard and consolidated report of accurate analytics of static intents, FAQs, and dynamic intents
With a 98% intent matching rate, the citizens are now able to successfully perform the flow for employment-related queries