Workforce Management Featured Article
Voya Builds on AI Chatbot Initial Success
Customer demands change constantly when it comes to customer support. They want the ability to solve problems without waiting in queue for live agents – we all know that can take up to an hour, or even more, in some cases. As a result, chatbots are added to customer support options in just about every industry.
Voya’s intelligent chatbot, Voya PAL, provides customers with 24/7 service availability for their workplace benefits and savings need, doing so for more than 120,000 customer interactions across Voya’s Wealth Solutions and Health Solutions businesses while resolving over 70% of cases.
“The launch of Voya PAL provided a great opportunity for us to leverage the latest advancements in technology to not only elevate the customer experience but help drive better outcomes as a result,” said Heather Lavallee, president and CEO-elect, Voya. “We are continuously optimizing and expanding our suite of digital solutions to support our customers when, where and how they need it.”
Voya PAL’s capabilities include leveraging real-time AI that enables the chatbot to quickly understand customer intent and provide an intuitive interaction experience to them. Following its initial success from its first year after launch, Voya is focused on building out the chatbot experience with future enhancements.
One is customer service associates support that lets Voya PAL gather information for CSAs while the CSA is on a call with a customer. This helps the CSA engage more with customers while Voya PAL does the work of navigating systems behind the scenes and presenting that information to the CSA to help them resolve a customer’s inquiry.
Another enhancement is using Voya PAL within Voya’s myVoyage, a personalized financial-guidance and connected workplace-benefits digital platform, to help customers navigate the process and answer their frequently asked questions.
“Voya is committed to investing in the latest digital technologies as a way to distinguish our customer experience from all others,” said Santhosh Keshavan, EVP and chief information officer, Voya. “We continually work to anticipate and identify opportunities to leverage digital platforms to provide experiences that reflect the specific needs of our customers.”
Voya PAL builds on the company’s continued focus and investments in digital solutions to deliver workplace benefits, savings and investment solutions to and through the workplace.
Edited by Erik Linask
