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Powering conversations for one of the world's leading HR services platforms
Technology Category
- Analytics & Modeling - Machine Learning
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Human Resources
Use Cases
- Chatbots
Services
- Data Science Services
The Challenge
Conduent, a company that delivers mission-critical services and solutions on behalf of businesses and governments, was looking to improve its customer service experience. The company's Human Resources and Learning Solutions division serves one-third of Fortune 100 companies across 80 countries, and it was seeking to improve both the workforce experience and operational efficiencies. Conduent wanted to provide an easy-to-use, engaging experience for its customers, and it needed a solution that could handle a high volume of interactions efficiently. The company also wanted to extend its service hours to accommodate customers who review their personal benefit information during non-work hours.
About The Customer
Conduent is a company that delivers mission-critical services and solutions on behalf of businesses and governments. The company's capabilities span across various sectors including business process solutions, customer experience, healthcare, payment & eligibility, and transportation. Conduent's Human Resources and Learning Solutions provides the most comprehensive suite of digitally- enabled, HR offerings in the industry, serving one-third of Fortune 100 companies across 80 countries. Conduent's digital platforms offer a compelling and personalized experience that enables employees to manage the complex landscape of employment, health, wealth, career, learning, and retirement choices.
The Solution
Conduent partnered with LivePerson to power web messaging conversations in its portals for 49 of its largest relationships. Over 400 of Conduent's client center support representatives use LivePerson's Conversational Cloud to manage asynchronous, web-based messaging interactions with their customers' employees and retirees. Conversations are directed to the best suited representative with ease by way of LivePerson's routing technology. Conduent also builds AI-powered chatbots using LivePerson's Conversation Builder to automate routine inquiries. This allows users to quickly and easily find answers to common questions, without the need for human intervention. To understand when it's time to transfer to an agent, Conduent relies on LivePerson's intent recognition capabilities. By analyzing intents, or the reason that customers are reaching out, they can identify whether a customer's question or sentiment is better suited for a live representative.
Operational Impact
Quantitative Benefit
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