AI-Driven Modernization Cuts Call Abandonment by 50% for Health Plan

We began by aligning business and IT leaders around a future-state vision for customer service and a practical roadmap to achieve it. Before implementing new technology, we assessed current capabilities, identified hundreds of pain points, and defined initiatives across operations, data, and platforms. This clarity enabled the confident selection of Genesys as a best-in-class CCaaS (contact center as a service) solution and established a new standard for how the contact center would operate. With priorities aligned and outcomes clearly defined, the organization was positioned to move quickly while avoiding past implementation challenges and accelerate toward a more modern, scalable model. 

Working side by side, our healthcare and contact center teams partnered with business and IT leaders to co-create the solution. We redesigned IVR flows using natural language best practices, consolidated queues, and introduced AI-driven capabilities such as bots and Agent Copilot. In parallel, we established shared services for workforce management, reporting, and knowledge management to drive consistency and standardization across all 21 lines of business. This structured change approach—including readiness champions, role-based training, and ongoing support—ensured agents and supervisors were equipped to adopt new tools and ways of working at every stage. 

By combining platform modernization with operating model transformation, the health plan achieved durable, measurable results. Contact center efficiency improved almost immediately, while shared services introduced forecasting accuracy, consistency, and scalability across the organization. Agent readiness also improved, with 88% reporting they felt prepared for the change—rebuilding trust after years of instability. Together, these outcomes reflect the program’s full value: measurable savings, better experiences for members and providers, and a resilient foundation ready to support future innovation.