Case Study: GDIT reduces contact center staffing by 30% with Verint’s AI-powered customer service solutions

GDIT reduces contact center staffing by 30% with Verint

General Dynamics Information Technology (GDIT) faced the challenge of modernizing customer service for over 60 million Medicare beneficiaries. To increase capabilities and improve the experience, GDIT needed to integrate AI and automation. They partnered with Verint to implement a suite of solutions including the Verint Intelligent Virtual Assistant.

Verint's solutions, particularly the Intelligent Virtual Assistant integrated with GDIT's CRM, created a "One Workforce" approach. This allowed GDIT to handle over 40,000 daily interactions more effectively. The results included a 30% reduction in contact center staffing, a 20-second reduction in average handle time, and improved response speed and accuracy.

GDIT