script - part 1

virtual agent assistance

supports agents by pulling real-time customer policy details and suggesting next steps instantly. this frees up costs to focus on enrollment conversations and retention

ai-powered call summarization

transcribes and summarizes calls, ensuring no important customer details are missed-especially critical when following up after employees leave their employers

sentiment analysis

detects frustration or confusion during calls, prompting agents in real-time. this helps agents reassure customers ending their coverage

knowledge management integration

gives agents access to the best answers, improving conversations about portable benefits and retaining trust

performance analytics

provides real-time dashboards that track key metrics like resolution rates, satisfaction scores, and customer engagement trends. Supervisors can spot patterns early, offer targeted coaching, and adjust strategies to keep retention rates high during critical times like open enrollment