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ContactEngine is Now Part of NICE: Re-inventing Proactive Conversational AI Together

Insights: eBook
Why US unemployment call centers need to put customer service first

The unemployment benefits claims process is under increasing pressure due to Covid-19. The scenario is a familiar one:

  • Claims soar, customer service drops and claims go unanswered
  • Inbound calls rocket, and service agents have even less time to deal with claims
  • This vicious circle leaves citizens frustrated 

Adding more call center agents will never solve the problem - but augmenting call centers with proactive conversational AI will.

Inbound calls drop because citizens understand where they stand, freeing agents to spend time on the more complex cases.

This eBook presents a 5-step plan to better serve citizens making unemployment benefits claims.


  • Introduction: the challenge
  • Is anybody home? More statistics in 'problem' States
  • Can parts of the transaction really not be automated?
  • The price of inaction
  • Next steps
  • Conclusion: Five Key Lessons

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