How Missouri Delivers Better Social Services

Delivering social services programs effectively and efficiently is paramount for government agencies – and a lot of that work happens at contact centers. However, outdated technology can cause delays and frustration both for government employees and their constituents.

That’s the exact situation that plagued the state of Missouri for years, until they embraced cloud and artificial intelligence (AI).

Specifically, you’ll learn how:

- The Missouri DSS modernization effort focused first on customer experience.
- The workforce embraced new cloud and AI capabilities to better aid their constituents, including increasing customer satisfaction and lowering wait times.
- Cloud and AI help the state create cost efficiencies in their contact centers while increasing the breadth and quality of services available to constituents.

Watch on demand to hear Nichole Conway, Program Manager, Customer Experience, Missouri Department of Social Services (DSS) and her technology partners explain how they transformed their contact centers.