Challenge

Florida Blue contact center receives thousands of member calls daily to seek help with getting digital ID cards, checking claim status, filling out various forms, and more. The contact center agents spent the majority of their time handling such queries. Additionally, the members had to wait too long in the queue to get assistance, leading to a frustrating customer service experience.

The company was looking for a solution to help them automate repetitive member services with self-service guided options. This would help them to enhance customer satisfaction by reducing the wait time and also help free up agent’s time to serve members with more complex needs.

Solution

To better handle inbound call volume and member queries, the Florida Blue team developed a visual IVR assistant using Kore.ai's Experience Optimization (XO) platform. Florida Blue's numbers speak for themselves with happy contact center agents and customers.

Impact

After implementing the visual IVR assistant in their contact center, the Florida Blue team has witnessed a massive transformation in customer satisfaction and agent productivity.

Read this case study to learn how Florida Blue used Visual IVR Assistant to offer seamless customer service while improving the customer experience with AI-powered Kore.ai solutions.