Case Study: a large US state employment services department improves call handling and agent productivity with Acqueon

Large US State Employment Services Department - Customer Case Study

Acqueon worked with a large US state employment services department that was overwhelmed when COVID drove unemployment claims up 10x, sending hundreds of thousands of daily calls into a 600-agent contact center. The department needed to deflect more inquiries to self-service while still giving citizens a way to reach a live person and request a callback.

Using Acqueon campaign management with a conversational AI virtual assistant built on Google Contact Center AI and Cisco IVR, the department shifted to an outbound callback model with SMS confirmations and status updates. The solution handled 75% of inquiries through self-service, saved an estimated $100M annually, increased daily call volume by 20% with the same staffing, and improved agent productivity by 18% while reducing repeat calls and improving the customer experience.