Case Study: UnitedHealth Group reduces knowledge management costs and improves agent efficiency with Verint Knowledge Management

UnitedHealth Group cuts knowledge search time by 5 seconds with Verint

UnitedHealth Group, a leading health care and well-being company, faced critical challenges after its legacy knowledge management system failed. This event forced agents to make thousands of return calls, jeopardized customer satisfaction and regulatory ratings, and created inefficiencies exacerbated by the Covid-19 pandemic. To modernize its foundation and embed knowledge directly into agent workflows, UHG turned to Verint and its Knowledge Management solution.

Implementing Verint Knowledge Management allowed UnitedHealth Group to centrally manage over 80,000 articles for more than 40,000 users. The solution integrated knowledge into the agent workflow, eliminating system toggling. Verint helped UHG achieve a $500,000 annual reduction in total cost of ownership, a 10% improvement in agent efficiency, and a 5-second reduction in average search time, while also anticipating gains in customer and employee satisfaction.

UnitedHealth Group