Uniting NSW.ACT and Webex: Providing exceptional customer ...

In an era where digital transformation is paramount, Uniting NSW.ACT, one of Australia’s largest not-for-profit organizations, is taking a monumental leap forward in enhancing its client support services. Webex is thrilled to announce a groundbreaking partnership with Uniting NSW.ACT and their trusted Cisco Partner, Optus, culminating in the official launch of ‘Jeanie,’ an advanced AI Agent powered by Webex Contact Center, is generally available starting today.

This collaboration marks a significant milestone in Uniting NSW.ACT’s commitment to providing compassionate, efficient, and accessible support to the thousands of individuals, families, and communities they serve across New South Wales and the ACT.

Navigating client care challenges through intelligent automation.

Before embracing Webex Contact Center, Uniting NSW.ACT faced common yet critical challenges in managing their vast array of services, which span aged care, disability support, early learning, and community services. High call volumes, particularly during peak times, often led to extended wait times for clients seeking urgent assistance or information. This not only strained their dedicated contact center agents but also, more importantly, impacted the client experience. Agents, while deeply committed, spent considerable time on routine inquiries, diverting their focus from complex cases that required a truly human touch. The need for a scalable, intelligent, and empathetic solution was clear.

Partnering with Webex to launch an AI Agent built for empathy and efficiency.

Recognizing these challenges, Uniting NSW.ACT implemented a state-of-the-art Webex Contact Center solution integrated with a custom-built AI Agent named “Jeanie.”

“Jeanie” is designed to be the first point of contact for many client inquiries, leveraging advanced AI and natural language processing to understand and respond to a wide range of questions. From providing information on service eligibility and updating personal details to directing clients to the most appropriate human agent for specialized support, Jeanie ensures that clients receive prompt and accurate assistance around the clock. This intelligent routing capability means that when a human agent is needed, they receive a pre-qualified interaction, allowing them to focus immediately on the client’s specific, often complex needs.

Delivering measurable impact with AI-powered contact center automation.

The results from the beta program for “Jeanie” have been nothing short of transformative:

Beta tests showed a 35% reduction in average client wait times, ensuring faster access to critical services and information.
“Jeanie” successfully resolved over 60% of routine inquiries on the first interaction, and more than 40% of all incoming calls were fully handled by Jeanie without requiring a human agent, freeing up human agents for more complex and empathetic engagements.
For interactions that did require human intervention, the pre-qualification and information gathering by “Jeanie” led to a 20% decrease in average handling time for human agents.
Agents reported a noticeable decrease in burnout and an increase in job satisfaction, as they can now dedicate more time to meaningful client interactions rather than repetitive tasks. This also translated to a 15% increase in agent productivity.
The automation provided by Jeanie is projected to deliver substantial operational cost savings, with beta results indicating a potential for 25% cost reduction in contact center operations, and allow for better resource allocation across Uniting NSW.ACT’s diverse services.
Initial feedback showed an 8% increase in client satisfaction scores (CSAT) among users who interacted with “Jeanie,” highlighting the positive impact on the client experience.
Clients now have access to support and information at any time, improving convenience and responsiveness, especially for those in urgent situations.

Driving better experiences, empowered agents, and measurable ROI.

The official launch of “Jeanie” today, represents a new chapter for Uniting NSW.ACT. It’s a testament to the power of technology to amplify human connection and compassion. This AI Agent isn’t just about efficiency; it’s about ensuring that every individual seeking support from Uniting NSW.ACT feels heard, valued, and connected to the help they need, precisely when they need it.

Webex is incredibly proud to collaborate with Uniting NSW.ACT in bringing this vision to life. “Jeanie” is more than an AI; it’s a symbol of innovation delivering real human-centered ROI.

Building a connected future powered by intelligent customer experiences.

Connected intelligence is not just powering better tools—it enables better outcomes. From faster resolutions and greater efficiency to more empathetic interactions, Webex is building a future where every connection is intelligent, every experience is intuitive, and every customer feels understood.

This is where the Webex Customer Experience portfolio of solutions aims to revolutionize customer experiences by delivering seamless, connected, and personalized experiences that enhance satisfaction while improving contact center performance.

When implemented strategically, AI solutions can drive rapid cost savings, boost productivity, and improve efficiency, often achieving a return on investment (ROI) in just months. If you are ready to transform your customer experience in your enterprise, contact us to learn more.

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