Since the start of the COVID-19 pandemic, Accenture has been taking a 3-pronged approach to improve services for our clients:
Core Services: Strengthened and scaled virtual call center operations by quickly onboarding agents, updating and implementing technology, and taking on additional work to help support one-call resolutions.
Omni-Channel Experiences: Enhanced citizen experiences through expansion of communication channel offerings to assist more claimants.
Enabling Data and Technology: Leveraged technology to enhance agent capabilities and modernize systems while staying focused on continuous optimization.
Personalized and proactive citizen engagement
Due to the impact of COVID-19, Tennessee’s Department of Labor & Workforce Development was overwhelmed by claims for unemployment, with many individuals navigating the process for the first time.
Accenture has worked with the state to help citizens as they move from unemployment to re-employment. Leveraging conversational AI via SMS text messages, the solution has helped the State of Tennessee to better serve its citizens with real-time, personalized conversations at moments that matter.