Wyoming Department of Workforce Services Contact Center Enhancement

This document is a case study detailing the collaboration between the Wyoming Department of Workforce Services (DWS) and TTEC Digital to enhance the efficiency of the DWS's contact center during the COVID-19 pandemic. The DWS faced a significant increase in call volume as citizens sought information and assistance with unemployment claims. To address this challenge, TTEC Digital implemented an intelligent conversational AI system that deflected 24% of incoming calls and provided immediate answers to common inquiries. The remaining calls were handled by a team of experienced remote agents, which reduced hold times and improved overall customer satisfaction. The case study outlines the technologies used, including the TTEC Digital Intelligent Voice Assistant and Cisco Webex Contact Center Enterprise, and describes the positive outcomes of the partnership, such as increased capacity and faster response times for callers. Future plans include expanding the AI's capabilities to further streamline the support process.