Catalis Enhances Efficiency and User Experience with AI Solutions
In early 2024, Catalis embarked on an exciting journey to enhance its world-class call center operations, driven by the need to maintain its high standards while managing an increasing volume of calls. The goal was clear: leverage cutting-edge AI technology to not only maintain but elevate the user experience, ensuring inquiries are handled efficiently and promptly, while allowing skilled agents to focus on more complex, high-value interactions.
The Opportunity
As the demand for information from users continued to grow, Catalis saw an opportunity to enhance its customer service by introducing AI-powered solutions. The vision was simple yet impactful: use AI to handle routine informational calls, enabling human agents to concentrate on interactions that require their expertise. This innovative approach represents Catalis’ ongoing commitment to providing excellent service, optimizing both efficiency and user satisfaction.
With this strategic shift, Catalis aimed to streamline call center operations while maintaining its reputation for providing fast and accurate responses. The AI solution was not about replacing human agents but empowering them to focus on more intricate, revenue-generating tasks while the AI assistant handled basic inquiries.
The Solution
On May 29, 2024, Catalis launched an AI-powered voice assistant in Sacramento, California. This advanced AI solution was specifically designed to manage a variety of routine calls, including those related to court dates, fees, and general inquiries. By handling these informational requests, the AI assistant helped free up human agents to manage more complex customer interactions.
The benefits were immediately clear: users could get quick answers to their questions without long wait times, while agents could focus on tasks that required personalized attention. This dual approach not only improved operational efficiency but also ensured a smoother experience for those reaching out to Catalis’ call centers.
The Results
The implementation of the AI assistant has proven to be a major success. Between May 29 and September 4, 2024, in Sacramento alone, the Catalis AI assistant managed 46% of all incoming calls, demonstrating the system’s ability to significantly reduce the workload on human agents. Key performance metrics during this period include:
– 25,750 Total Calls Managed
– 46% Call Containment Rate (handled entirely by the AI assistant)
– 11,933 Calls Successfully Contained by the AI Assistant
– 14% Reduction in Abandoned Calls
These results underscore the AI assistant’s impact in boosting efficiency and improving user satisfaction. Callers experienced shorter wait times, while agents were able to focus on more critical, value-driven conversations.
Nina Cruz, Call Center Manager at Catalis, highlighted the profound impact of the AI assistant: “The AI assistant’s impact has been profound, leading to fewer court transfers, reduced after-hours call transfers, and an increase in payment-related calls. This matches my original hope for the virtual agent; fewer incoming calls allowing more seasoned agents to move to other lines.”
What’s Next?
The success in Sacramento is just the beginning. Catalis plans to expand the deployment of the AI-powered assistant to additional courts in the near future. By broadening the use of this technology, Catalis is poised to further enhance call center efficiency, allowing its agents to prioritize high-value, complex tasks while continuing to provide top-tier customer service.
As Catalis looks to the future, this AI-driven transformation represents the company’s commitment to innovation and its mission to continuously improve the user experience. By leveraging AI, Catalis is ensuring that its call center operations remain efficient, responsive, and ready to meet the evolving needs of the communities it serves.
This transformation is yet another example of how Catalis is leading the way in using technology to drive innovation and deliver better services. Stay tuned for more updates as we continue to expand AI-powered solutions to more areas, setting new standards in call center operations across the public sector.
Visit catalisgov.com/solutions for a comprehensive list of our government/public sector solutions.