Uniting NSW.ACT Launches “Jeanie” AI Agent

In an period the place digital transformation is paramount, Uniting NSW.ACT, one in every of Australia’s largest not-for-profit organizations, is taking a monumental leap ahead in enhancing its shopper assist providers. Webex is thrilled to announce a groundbreaking partnership with Uniting NSW.ACT and their trusted Cisco Companion, Optus, culminating within the official launch of ‘Jeanie,’ a sophisticated AI Agent powered by Webex Contact Middle, is usually accessible beginning at the moment.

This collaboration marks a major milestone in Uniting NSW.ACT’s dedication to offering compassionate, environment friendly, and accessible assist to the 1000’s of people, households, and communities they serve throughout New South Wales and the ACT.

Navigating shopper care challenges by clever automation. 

Earlier than embracing Webex Contact Middle, Uniting NSW.ACT confronted frequent but important challenges in managing their huge array of providers, which span aged care, incapacity assist, early studying, and neighborhood providers. Excessive name volumes, significantly throughout peak occasions, usually led to prolonged wait occasions for shoppers looking for pressing help or data. This not solely strained their devoted contact middle brokers but in addition, extra importantly, impacted the shopper expertise. Brokers, whereas deeply dedicated, spent appreciable time on routine inquiries, diverting their focus from advanced circumstances that required a very human contact. The necessity for a scalable, clever, and empathetic answer was clear.

Partnering with Webex to launch an AI Agent constructed for empathy and effectivity.

Recognizing these challenges, Uniting NSW.ACT applied a state-of-the-art Webex Contact Middle answer built-in with a custom-built AI Agent named “Jeanie.”

“Jeanie” is designed to be the primary level of contact for a lot of shopper inquiries, leveraging 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 shoppers to probably the most applicable human agent for specialised assist, Jeanie ensures that shoppers obtain immediate and correct help across the clock. This clever routing functionality signifies that when a human agent is required, they obtain a pre-qualified interplay, permitting them to focus instantly on the shopper’s particular, usually advanced wants.

Delivering measurable influence with AI-powered contact middle automation.

The outcomes from the beta program for “Jeanie” have been nothing wanting transformative:

• Beta checks confirmed a 35% discount in common shopper wait occasions, making certain sooner entry to important providers and knowledge.
• “Jeanie” efficiently resolved over 60% of routine inquiries on the primary interplay, and greater than 40% of all incoming calls have been absolutely dealt with by Jeanie with out requiring a human agent, releasing up human brokers for extra advanced and empathetic engagements.
• For interactions that did require human intervention, the pre-qualification and knowledge gathering by “Jeanie” led to a 20% lower in common dealing with time for human brokers.
• Brokers reported a noticeable lower in burnout and a rise in job satisfaction, as they will now dedicate extra time to significant shopper interactions moderately than repetitive duties. This additionally translated to a 15% improve in agent productiveness.
• The automation offered by Jeanie is projected to ship substantial operational price financial savings, with beta outcomes indicating a possible for 25% price discount in touch middle operations, and permit for higher useful resource allocation throughout Uniting NSW.ACT’s numerous providers.
• Preliminary suggestions confirmed an 8% improve in shopper satisfaction scores (CSAT) amongst customers who interacted with “Jeanie,” highlighting the constructive influence on the shopper expertise.
• Purchasers now have entry to assist and knowledge at any time, enhancing comfort and responsiveness, particularly for these in pressing conditions.

Driving higher experiences, empowered brokers, and measurable ROI.

The official launch of “Jeanie” at the moment, represents a brand new chapter for Uniting NSW.ACT. It’s a testomony to the facility of know-how to amplify human connection and compassion. This AI Agent isn’t nearly effectivity; it’s about making certain that each particular person looking for assist from Uniting NSW.ACT feels heard, valued, and linked to the assistance they want, exactly after they want it.

Webex is extremely proud to collaborate with Uniting NSW.ACT in bringing this imaginative and prescient to life. “Jeanie” is greater than an AI; it’s a logo of innovation delivering actual human-centered ROI.

Constructing a linked future powered by clever buyer experiences.

Related intelligence isn’t just powering higher instruments—it permits higher outcomes. From sooner resolutions and higher effectivity to extra empathetic interactions, Webex is constructing a future the place each connection is clever, each expertise is intuitive, and each buyer feels understood.

That is the place the Webex Buyer Expertise portfolio of options goals to revolutionize buyer experiences by delivering seamless, linked, and personalised experiences that improve satisfaction whereas enhancing contact middle efficiency.

When applied strategically, AI options can drive fast price financial savings, increase productiveness, and enhance effectivity, usually reaching a return on funding (ROI) in simply months. If you’re prepared to rework your buyer expertise in your enterprise, contact us to study extra.

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