With the integration of Cognigy.AI for intelligent IVR and routing, Careington is deploying more intuitive self-service options that improve the customer journey from the moment a call is placed.
Careington International Corporation has announced improved customer service efficiencies through its collaboration with Cognigy. By integrating Cognigy’s AI solution into Careington’s call centre operations, Careington has expanded its capacity to deliver service and support for its valued clients and members.
Careington has expanded to offer a growing portfolio of 150+ health, wellness, lifestyle and virtual health products and services designed to deliver cost savings across a spectrum of life needs.
Careington’s US-based Customer CARE team supports 30 million members and thousands of clients across the Careington companies and brands nationwide.
Based in North Texas, the contact centre is home to hundreds of dedicated Customer CARE representatives who provide live-agent assistance for product education, account maintenance, eligibility verification, provider searches, fulfilment requests, claims inquiries and other concierge services.
With the integration of Cognigy.AI for intelligent IVR and routing, Careington is deploying more intuitive self-service options that improve the customer journey from the moment a call is placed.
The AI system verifies callers, understands their needs and efficiently routes them to either self-service features or a live representative, based on the call type. This streamlines operations, reduces wait times and allows human agents to focus on complex or sensitive inquiries.
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“With a high volume of daily calls, chats and emails, our Customer CARE team relies on advanced technology to help us effectively manage all communications,” said Lora Ross Lawson, Vice President of Contact Centres, Careington.
“While live-agent support remains at the heart of the effective customer service we deliver, integrating Cognigy’s AI solutions has allowed us to significantly increase productivity and improve the quality of our services.”
Stewart Sweda, Careington CEO, said, “Careington is proud to implement Cognigy’s AI solutions to enhance our high-touch member support and bolster one of our core administrative capabilities – customer service support.”
“By leveraging cutting-edge technology, we’re able to further optimise the products and services we deliver as a single-source solution and serve our valued member population more efficiently.”
Cognigy’s AI solutions are designed to transform customer interactions by delivering fast, personalised and intelligent support. Cognigy equips service teams with tools that enhance the CX while optimising internal efficiency.
“Careington’s unwavering commitment to delivering thoughtful, high-quality service to their members aligns seamlessly with our mission at Cognigy,” said Joe Havlik, Vice President, Americas at Cognigy.
“By leveraging Cognigy’s AI solution, Careington is able to manage high volumes of interactions with greater efficiency, while allowing their human agents to focus on more complex, high-value engagements where the human touch is most impactful.”
“With both organisations headquartered in Dallas, we had an enhanced ability to work side by side, accelerating the pace of innovation as we elevated the CX.”
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