Case Study: State of South Dakota improves citizen services with 3CLogic and ServiceNow voice AI

How the State of South Dakota improved citizen services with voice AI for ServiceNow®.

The State of South Dakota’s Reemployment Assistance Program needed a better way to serve citizens as call volumes surged during the pandemic. Its agents lacked remote work capability, and its contact center was siloed from ServiceNow, making it difficult to access claim history, manage calls efficiently, and quickly update the system without relying on another department. 3CLogic helped address these issues with native voice AI and contact center integration for ServiceNow.

With 3CLogic’s cloud contact center solution and ServiceNow voice workflows, the State of South Dakota centralized citizen data, enabled remote work, added automated screen pops, and introduced two-way SMS for faster communication. The result was more efficient call handling, improved citizen experiences, better support for remote agents, and greater operational control, including faster access to caller information and easier administration of call flows.

State of South Dakota

Dawn Williams

Deputy Director