"The problem we are trying to solve is at the call center level. Bringing together thousands of pages of operational documentation, complex processes, tools and diverse systems just through training the agents has led to several challenges."

“Our vision is to offer the most seamless member experience possible. With more members reaching out to us on the call center since the pandemic, we were looking for innovative solutions to help us manage these increased calls. We were also looking to enhance our self-serve capabilities and be operationally …