AI assistant: faster responses & better navigation

0:00Can you tell us a bit more about the project? How the agent is helping you and how you expect it to work in your organization? >> The most fabulous thing is that people will get a response quickly. No more waiting on the phone for 15-20 minutes to get through to somebody. You know, their call will be answered immediately. You know, the agent can handle collecting demographic information ahead of transferring to a live agent. It can help determine the best navigator role for that particular call to go to. And and if that person is not available, they can schedule a follow-up at a time that works for the caller. And get that

0:42on someone's calendar. So, we're not doing this back and forth trying to get a hold of somebody who left a message and is now unavailable for the next 2 hours and we didn't know that. The other thing is the potential for an AI chatbot for our website. You know, for a long time we have missed this generation that doesn't necessarily talk on the phone. They prefer chatting and texting to actually talking with somebody and we have not been effectively meeting that demographic in our community. So, this opens the door for us to kind of have multi-channel response and be able to meet people where they are. >> Sean, what can you tell us about your

1:22programs and all the different ways you are helping people? >> We have our call center is built on resource navigation and we have different agents who are specifically trained for different types of resources. So, we have a transportation navigator. We have a housing navigator. We have a behavioral health navigator. We have family navigators that help with, you know, parenting issues and connecting folks with child care and and pediatric care and all of the things that are involved with, you know, being a new parent. Nobody's given a manual. You kind of have to figure it out on your Um, so our navigators kind of help people through that process as well. And so that's what's really great about the

2:03AI assistant is that they can get routed directly to the person who can best help them based on what they're calling about. And I think that also will free up time from, you know, being handed off to somebody who isn't necessarily the best person to meet that need and then having to be transferred or wait for a call back from the appropriate person.