Case Study: City of Missouri City achieves 55% faster response times and expanded self‑service for constituents with Genesys Cloud CX

Missouri a Case Study in How to Get Smart About Cx

Missouri’s Department of Social Services faced a steep CX challenge as the pandemic drove a surge in SNAP, Medicaid and other public assistance applications. New applicants struggled with a complex process that included interviews and recertifications, while call volumes and wait times soared—creating frustration for constituents and burnout for staff. The state had already identified needs around better contact center scheduling, reporting and omnichannel engagement and sought a scalable self‑service solution.

Missouri partnered with Genesys and Google Cloud to deploy Genesys Cloud CX and Contact Center AI in phases—launching SMS (Sept 2021), AI chatbots and live chat (Mar 2022), and a virtual appointment‑scheduling agent (Mar 2023). The automation enabled 32,000 monthly chat interactions (about half handled without an agent), reduced call deflection from ~60% to 10% and cut average hold time by 55% (1h33m to 42m), while improving staff workload balance and constituent access.

City of Missouri City

Nichole Conway

Program Manager