Case Study: Missouri Department of Social Services achieves better digital customer engagement with Genesys

Missouri Department of Social Services - Customer Case Study

Missouri Department of Social Services needed a better way to handle surging demand for public assistance while its on-premises contact center technology struggled to scale. The agency turned to Genesys and Genesys Cloud to modernize customer engagement and make it easier for staff to support vulnerable residents across more channels.

Genesys Professional Services led a smooth migration to Genesys Cloud, adding digital channels, IVR, outbound campaigns, chatbot-based appointment scheduling, and AI-powered sentiment analysis. The results included 44% faster response times, 50% fewer abandoned calls, about half of calls resolved by chatbot, and 91% customer satisfaction, while live chat grew to 32,000 monthly interactions and more work shifted to agents and internal teams without IT support.

Missouri Department of Social Services

Nichole Conway

Program Manager