Benefit programs like unemployment insurance are complex and time-sensitive, with weekly eligibility requirements that create ongoing demand for contact center support. During economic downturns, this demand surges exponentially, leaving agencies scrambling to maintain service levels. For many constituents, contact centers serve as the only bridge to critical answers while navigating job searches.
InterVision’s ConnectIV CXTM, powered by Amazon Connect, empowers agencies to scale operations efficiently with AI and automation, easing call volume, expanding self-service, and boosting staff productivity. This proactive approach ensures agencies are equipped to manage daily operations while responding to unexpected surges in demand.
Addressing Service Gaps and Constituent Barriers
Contact centers are often overwhelmed by the sheer number of inquiries from constituents facing various barriers. Callers with limited English proficiency, low literacy, or without access to web applications are disproportionately impacted when systems are stretched thin. These constituents frequently rely on live agents, leading to prolonged wait times and increased frustration.
ConnectIV CX leverages AI-powered self-service tools and automated workflows to address these gaps. Multilingual virtual assistants, chatbots, and proactive communication channels engage diverse populations, guide users through inquiries, and deliver timely updates, ensuring equitable access, while freeing agents to handle more complex issues.
Strategic Solutions for Scalable Contact Centers
ConnectIV CX, built on Amazon Connect, offers a comprehensive suite of AI-driven features designed to alleviate the strain on contact centers. From proactive outreach to intelligent IVR systems, these tools create dynamic, personalized self-service experiences that reduce the need for agent intervention.
- Expanding Self-Service Channels: Voice, text, email, and live chat in multiple languages distribute call volume across diverse channels. Generative AI powers conversational support, guides users through FAQs or claim processes, and minimizes follow-up calls.
- Enhancing IVR with AI Integration: Real-time integration with back-end systems enables claim status, payment updates, and eligibility information directly through IVR, reducing call duration and deflecting inquiries.
- Optimizing Load Management: Virtual assistants and chatbots ensure 24/7 service continuity, while scheduled callbacks allow constituents to select convenient follow-up times. Machine learning forecasts call volume and aligns staffing to meet demand.
- Reducing Handle Time with AI-Powered Agent Assist: AI tools like real-time transcription, sentiment analysis, and guided responses boost agent productivity. Post-call summaries and voice ID enhance security and reduce fraud risk, streamlining interactions.
Real-World Impact
Agencies across the country have already witnessed the transformative impact of ConnectIV CX. Automated chat assistants, claim portals, and proactive outreach via text and email have helped states like Rhode Island and Iowa deflect thousands of calls, saving staff hours and improving customer experiences. AI-driven automation has enabled faster claim processing, streamlined communications, and reduced wait times, creating a more resilient and responsive support structure.
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Chart aligning Amazon Connect capabilities to a comprehensive strategy for reducing call volume and improving self-service.
Building the Future of Public Service
As demand for government services grows, the need for scalable, efficient contact center solutions becomes more urgent. ConnectIV CX positions agencies to thrive by harnessing the power of AI and automation, backed by InterVision’s extensive experience in public sector solutions and managed services. InterVision’s deep understanding of government operations ensures seamless integration, enhanced security, and tailored strategies to meet evolving needs.
Discover how ConnectIV CX can modernize your contact center, drive efficiency, and improve constituent satisfaction. Contact InterVision today to schedule a consultation or request a demo.
