Most agents had never worked a contact center. Information scattered, scripts unmemorable. Real-time guidance walked them through each call.
The UK government's Covid-19 Test & Trace contact center launched from scratch during the pandemic, recruiting over 20,000 home-working agents, most with no prior contact center experience.
Information critical to each call was spread across multiple legacy systems, and agents who had never worked in a contact center before couldn't...
National technology and data provider for England's health and social care system.
AI-powered support automation platform for customer and employee helpdesk tasks.
NHS Digital's Call center scripting is part of this use case:
Related implementations across industries and use cases
Rigid phone trees forced staff to handle routine calls. Now, AI resolves common queries in 5 languages, freeing humans for complex issues.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Administrative tasks slowed siloed public workers. Now, AI assists 4,500 staff, accelerating complex hiring and supervision note drafting.
Typing barriers and manual admin slowed disabled staff. Now, AI handles drafting and notes, freeing teams for direct community engagement.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Teams manually monitored 395km of track. Now, AI predicts faults like wire sagging in real time, targeting 20% less downtime.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Most agents had never worked a contact center. Information scattered, scripts unmemorable. Real-time guidance walked them through each call.
The UK government's Covid-19 Test & Trace contact center launched from scratch during the pandemic, recruiting over 20,000 home-working agents, most with no prior contact center experience.
Information critical to each call was spread across multiple legacy systems, and agents who had never worked in a contact center before couldn't...
National technology and data provider for England's health and social care system.
AI-powered support automation platform for customer and employee helpdesk tasks.
NHS Digital's Call center scripting is part of this use case:
Related implementations across industries and use cases
Rigid phone trees forced staff to handle routine calls. Now, AI resolves common queries in 5 languages, freeing humans for complex issues.
Off-hour callers in crisis waited days for help. Now, voice AI fields calls, routes urgent cases to humans, and automates documentation.
New agents manually trawled complex file folders for answers. Now, they ask an AI assistant to instantly synthesize multi-source data.
Administrative tasks slowed siloed public workers. Now, AI assists 4,500 staff, accelerating complex hiring and supervision note drafting.
Typing barriers and manual admin slowed disabled staff. Now, AI handles drafting and notes, freeing teams for direct community engagement.
Staff manually cross-checked hundreds of pages. Agents now synthesize technical files to draft environmental analyses.
Teams manually monitored 395km of track. Now, AI predicts faults like wire sagging in real time, targeting 20% less downtime.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.