Case Study: Kaiser Permanente achieves 14% AHT reduction and improved customer satisfaction with NICE Systems' Enlighten AI

Brightens the Pharmacy Experience for Customers and Staff

Kaiser Permanente’s Northern California pharmacy call center, handling about 2.5 million contacts annually with 300 agents, faced a bottleneck: a small quality team could only manually review two calls per agent per month from a vault of recordings. Manual dispositioning and a 17-question, subjective QA process limited insight into call drivers and prevented the pharmacy from reducing average handle time (AHT) and improving member experience without adding agent burden.

Kaiser Permanente implemented NICE Enlighten AI for CSAT with Real‑Time Interaction Guidance and Interaction Analytics to evaluate 100% of calls, provide live sentiment scoring and screen pops, automate dispositions, and surface objective soft‑skills metrics. Within 12 months AHT fell 14% toward a sub‑4‑minute goal, customer sentiment improved year‑over‑year, RTIG adoption reached 94%, several manual QA items were eliminated, and leadership gained the insights needed to meet service targets while sustaining headcount.

Kaiser Permanente

Joenil Mistal

Senior Manager. Managerial Consulting