Why US unemployment call centers need to put customer service first

Overview

The unemployment benefits claims process is under increasing pressure due to Covid-19. The scenario is a familiar one:

Adding more call center agents will never solve the problem - but augmenting call centers with proactive conversational AI will.Inbound calls drop because citizens understand where they stand, freeing agents to spend time on the more complex cases.This eBook presents a 5-step plan to better serve citizens making unemployment benefits claims.