Case Study: Utah Office of the State Treasurer modernizes its contact center with Quantiphi

Utah Office of the State Treasurer cuts agent call volume 20% with Quantiphi

The Utah Office of the State Treasurer sought to modernize its legacy contact center to handle a high volume of routine citizen inquiries more efficiently. Their challenges included information fragmentation across state websites, limited legacy search capabilities, and a lack of scalable self-service options. To address this, they partnered with vendor Quantiphi to implement a Generative AI-powered solution.

Quantiphi modernized the contact center using Amazon Connect and its QAIssist for SLG solution, which introduced an AI-powered virtual assistant. This provided intelligent self-service, handled common queries, and enabled seamless escalation to live agents. The solution achieved an immediate 20% reduction in agent call volume upon launch, leading to significant cost optimization and improved citizen accessibility.

Utah Office of the State Treasurer