QA sampled 50 conversations—most went unscored. Four agents now route and score every interaction, exposing a routing failure no one saw.
A benefits administrator with roughly 20 employees serving more than 125,000 union members, including 911 dispatch operators who work around the clock, administering medical, dental, vision, pet, legal, identity protection, and supplemental insurance plans for labor unions and associations across the United States.
Five customer service representatives handled up to 450 emails and 600 calls per week during peak periods, manually interpreting each inquiry,...
“We were early adopters of AI and Copilot because we saw the potential right away. We knew that this technology would help us to extend our existing staff to do more and take on bigger projects without expanding the team.”
Benefits administration for public employee unions and associations.
Enterprise software, cloud infrastructure, and consumer electronics platform.
Public Employee Benefits Administrators's Customer support automation is part of this use case:
Related implementations across industries and use cases
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Routine changes buried staff as requests hit 500k. Agents now handle rescheduling and internal support, leaving complex cases to humans.
Fragmented systems buried adjusters in routine admin. Now, a 24/7 AI captures data and routes cases, freeing humans for complex claims.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Each incident sent engineers hunting for context from scratch, inconsistently across teams. Edwin AI now delivers it upfront.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
QA sampled 50 conversations—most went unscored. Four agents now route and score every interaction, exposing a routing failure no one saw.
A benefits administrator with roughly 20 employees serving more than 125,000 union members, including 911 dispatch operators who work around the clock, administering medical, dental, vision, pet, legal, identity protection, and supplemental insurance plans for labor unions and associations across the United States.
Five customer service representatives handled up to 450 emails and 600 calls per week during peak periods, manually interpreting each inquiry,...
“We were early adopters of AI and Copilot because we saw the potential right away. We knew that this technology would help us to extend our existing staff to do more and take on bigger projects without expanding the team.”
Benefits administration for public employee unions and associations.
Enterprise software, cloud infrastructure, and consumer electronics platform.
Public Employee Benefits Administrators's Customer support automation is part of this use case:
Related implementations across industries and use cases
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Routine changes buried staff as requests hit 500k. Agents now handle rescheduling and internal support, leaving complex cases to humans.
Fragmented systems buried adjusters in routine admin. Now, a 24/7 AI captures data and routes cases, freeing humans for complex claims.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Each incident sent engineers hunting for context from scratch, inconsistently across teams. Edwin AI now delivers it upfront.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.