Reworking Care with Webex AI Jeanie

Uniting NSW.ACT, serving New South Wales and the Australian Capital Territory, has launched into a transformative journey to reinforce its consumer assist companies by revolutionary expertise. With a workforce of over 12,000 employees, Uniting NSW.ACT supplies very important companies together with aged care, incapacity assist, baby and household packages, psychological well being companies, and group outreach. Their mission to encourage individuals, enliven communities, and confront injustice by sensible care and advocacy drives their dedication to delivering compassionate and efficient assist to weak and deprived Australians.

Overcoming Legacy Limitations

Earlier than adopting Cisco’s Webex Contact Heart and Webex Calling options, Uniting NSW.ACT confronted important challenges in managing the excessive quantity of buyer interactions throughout its geographically dispersed contact facilities. The group relied on a legacy on-premises answer which created important “blind spots” for the enterprise.

The group struggled with restricted visibility into name volumes and inefficient name routing, which regularly resulted in misdirected calls and lengthy wait occasions for purchasers. Craig Mendel, Senior Supervisor of IT Buyer Expertise at Uniting, notes that the legacy setup supplied no knowledge on the habits or total expertise of purchasers. “The enterprise had no visibility on how or what kind of calls had been being dealt with, the variety of calls being obtained, and the habits and total expertise from these purchasers,” Mendel defined.

This lack of visibility had a direct influence on operations. A centralized dwelling and group care staff was continuously overwhelmed by administrative calls, regardless of their position being targeted on service supply. Moreover, as a result of the system supplied no written communication or affirmation to purchasers, many would name again just because they couldn’t bear in mind if they’d efficiently canceled or scheduled an appointment.

“Calls had been taking as much as quarter-hour for our brokers to deal with, as a result of our purchasers love to speak, and we knew that there was as much as 15-minute wait time in name queues,” says Mendel. “We knew that purchasers might solely name us throughout enterprise hours as a substitute of with the ability to name us each time fits them.”

Centralizing Buyer Care

Recognizing these challenges, Uniting NSW.ACT partnered with Webex by Cisco and Cisco Associate Optus to implement a complete Webex Contact Heart answer. “I name the connection between Cisco, Optus, and Uniting the ‘triangle of belief’ as a result of we went to Cisco with that drawback assertion they usually helped us give you potential options for these issues,” stated Mendel.

The transition concerned migrating 5 legacy contact facilities to the cloud Webex CloudContact Heart answer and constructing two further facilities from the bottom up. As we speak, the ecosystem helps roughly 600 brokers. This contains a good portion of cell phone brokers, particularly, coordinators who use cellular gadgets to schedule dwelling care appointments, and 260 brokers on customary Webex licenses.

Webex Contact Heart’s cloud-based platform centralized administration and routing, delivering superior name routing with a formidable 93% accuracy—up from a earlier 60%, a 55% enhance. This considerably lowered misdirected calls and improved the consumer expertise. The brand new system lastly supplied the “regular contact middle matrix” of knowledge, permitting the enterprise to grasp name volumes and monitor the standard of each interplay.

Innovating with AI

A key innovation on this transformation was the pilot deployment of Webex AI Agent, which the Uniting staff affectionately named ’Jeanie’. Formally launched on October 23, 2025, Jeanie represents a monumental leap ahead in Uniting NSW.ACT’s dedication to compassionate, environment friendly, and accessible consumer assist. Designed as the primary level of contact for a lot of consumer homecare appointment inquiries, Jeanie leverages superior AI and pure language processing to grasp and reply to a variety of questions.

From offering data on service eligibility and updating private particulars to directing purchasers to probably the most applicable human agent for specialised assist, Jeanie ensures purchasers obtain immediate and correct help across the clock. The perfect half about Jeanie? The empathy and endurance it exhibits with Uniting’s clients.

Mendel likes how the AI agent, Jeanie, exhibits empathy. For instance, if a consumer is struggling to search out their ID, it reassures them by saying, “No worries, take your time. I’m right here to assist.”

Knowledge-Pushed Deployment and Trusted Partnership

To make sure a profitable Jeanie deployment, the staff used Matter Analytics to outline core drawback statements as their first step. They recognized that 10 to 14 p.c of calls associated to appointment cancellations, which took as much as quarter-hour to deal with. This data-driven focus helped form Jeanie’s preliminary use case.

One of many vital learnings from the deployment was the significance of real-time analytics for AI brokers to allow efficient scaling. The staff found that going stay shortly unlocked a “flywheel impact,” the place new use instances emerged organically. Beginning with appointment cancellations, the AI agent’s capabilities quickly expanded to incorporate dealing with appointment varieties, offering data on who their assist employee will likely be, and providing estimated wait occasions for human agent escalation.

Saving Time, Boosting Productiveness, and Enhancing Shopper Satisfaction 

The influence of Jeanie has been transformative. Mendel feedback, “Within the first six months, we’ve estimated that there’s been about 580 hours saved of human speak time by the applying of the AI agent.”

Along with these time financial savings, Uniting noticed a 12% discount in complete name quantity. The AI agent efficiently resolved over 60 p.c of routine inquiries on the primary interplay and totally dealt with greater than 40 p.c of all incoming calls with out human intervention, saving 220 hours of buyer wait time. This shift has allowed brokers to maneuver away from administrative duties to concentrate on extra complicated and empathetic engagements.

For calls requiring human help, Jeanie’s pre-qualification and data gathering lowered common dealing with time by 11 p.c. Brokers reported decreased burnout and elevated job satisfaction, contributing to a 15 p.c enhance in productiveness. Moreover, preliminary suggestions revealed an 8 p.c enhance in consumer satisfaction scores amongst customers who interacted with Jeanie.

Craig Mendel shared, “Our pilot purchasers, aged 66–93, love interacting with our Webex AI Agent Jeanie — no ready, they’ll name when it fits them, customized pure conversations, and a powerful willingness to make use of AI score.”

A New Period of Compassionate, Environment friendly, and Clever Buyer Care

The official launch of Jeanie marks a brand new chapter for Uniting NSW.ACT, demonstrating how clever automation mixed with human empathy can rework buyer expertise. Webex Contact Heart and Webex Calling have enabled Uniting to ship compassionate, environment friendly, and accessible assist, driving measurable ROI and setting a basis for steady innovation in buyer care.