chat sessions automated
access to claim specific information
The customer is a US state government agency that manages the unemployment system. The Covid 19 outbreak affected almost all the industries, leading to an all time high unemployment rate throughout the globe. With limited workforce and contact hours, it became difficult for the customer to handle the high volume of claim and unemployment benefits related queries.
Quantiphi developed a 24/7, chat-enabled virtual assistant (VA) capable of providing information related to claimants’ claim status, overpayments, tax withheld, account related queries and much more. The assistant is able to answer ~1000 FAQs, allowing human agents to concentrate on more complex queries. A powerful Data Studio analytics dashboard has been set up to enable the business users to gauge VA performance and make impactful decisions to further enhance the VA’s capabilities.
The virtual assistant is integrated with the customer’s multiple backend systems to authenticate claimants and provide their claim specific information.