Case Study: Department of Human Services improves citizen service and reduces call wait times with Kyndryl

Department of Human Services cuts call handling delays with Kyndryl, resolving 40% of calls before agents

The Department of Human Services for a US state faced a challenge when it needed to re-qualify over 1.5 million citizens for benefits, as its outdated contact centers had extremely long caller wait times and inefficient agents. The department engaged Kyndryl to modernize its operations without exceeding its budget, aiming to improve service delivery for vulnerable citizens.

Kyndryl implemented a new interactive voice response (IVR) and call-center solution that redesigned workflows, pre-identified callers, and provided agents with past conversation data. The solution also included a voice signature application to combat fraud and a chatbot for common inquiries. As a result, Kyndryl helped the department resolve issues faster, onboard community partners, and anticipates that 40% of calls can be resolved without an agent.

Department of Human Services