Income

A Success Story

San Bernardino County Transitional Assistance Department Call Centers modernized and improved services by adding artificial intelligence (AI) technology to the Interactive Voice Response (IVR) system. With these upgrades, authentication rates improved from 39% to 87% and the system had a 66% success rate in identifying the caller’s need.  These changes created a more efficient way of gaining access to critical information, streamlined customers getting to the correct agent, and enhanced the overall customer experience.