Government sector learns and adapts to meet 24/7 CX needs

Ensuring timely customer communications.

Atomic Form

A state government department required assistance during the pandemic in responding to an influx of requests for accurate information regarding the rapidly changing COVID-19 environment.

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Download this case study to learn:

In this case study learn how the implementation of a virtual agent achieved:

  • 24/7 access to information for users
  • A reduced cost to operate the information service through deflecting calls and reducing staffed hours where volumes could be supported by the VA
  • A safety net rate (questions unanswered by the VA) of 20% from go live
  • A >50% helpful rating within the first week.

Download now for these insights and more.