Case Study – How Humana Leverages Automation to Transform Contact Center Operations and Enhance Member Experience

Everyone. This is Vickie Harrell, Executive Director of SWPP, and welcome to our webinar today. You’re gonna get to hear a case study today about how Humana leverages automation to transform their contact center operations. We’re excited today to have our folks from Intradium with us today. We have Lizzie Strathbaugh and Rachel DeBello, and then Melinda DiPolito from Humana is with us as well. So we’ve got a great group of people with us this morning. Aaron says some people got links to a different one. I don’t know how that worked. Well, if you have this one, then then maybe you could share it to it, to anybody else who had any problems with it. But Erin has learned how to use the chat already. That’s how we’re going to interact with everyone today. So we wanna make sure that everybody knows where the chat is. On the bottom right hand side of your screen, there is a chat bubble. And if you will click on that chat bubble, we’re gonna use that, as I said, to interact with the panelists. If you have any questions as we’re going through, make sure that you put the, question in the chat. Mom said you were gifted. That’s nice to know, Erin. Alright. So let’s put our, let’s put our cursors in the chat, and let’s set tell the panel how many agents that you have in your, organization today. So we’ll we’ll see how many, people are larger or smaller or huge. So we’ve got eight hundred or one hundred and two hundred. So we’ve got all different sizes. We got sixty out there. So let us know how many agents you have, and just make sure that everybody knows how to use the chat this morning. And, I’m gonna go ahead and turn it over to Lizzie, I guess, to get started. And we’re excited to have you guys with us today and and excited to hear this case study this morning. Thanks, guys, for being with us. Thank you. Hi, everybody. I’m Lizzie Strasbaugh. I’m a senior solutions consultant here at InterDM. And I really get to talk about how, the solutions actually bring value to, contact center organizations across dynamic workforce orchestration. Rachel, over to you. Hi, everybody. Good morning. I’m Rachel DeBello. I’m account executive here with Intradium, and, just really excited to share our shared customer story with Humana today about how they’re leveraging automation in their contact center to really transform experiences and, power just better, day to day operations for their for their folks. Melinda? Hi. Good morning. Melinda DiPolito. I am the director of product management here at Humana. I will share a little bit more about myself later, but happy to be here and excited to share our journey. Alright. Thanks, Melinda. So, again, we’re really excited today to spend some time with you, and we always think it’s a good idea to just kick things off with a quick poll question to get the juices flowing here. So when you’re thinking about your customer service center today, if you’re thinking about some of your biggest challenges that you’re facing with real time management or intraday management, We’ve put a couple of suggestions up there. If you could just pop in the chat there, what your answer is. What are you facing as some of your biggest challenges today in the contact center with real time management? Is it monitoring adherence manually, keeping AHT under control, delivering training without pulling agents off the phones, or staffing fluctuations and overtime management? All of the above. I hear that. Yes. Both of the Tony’s responses. Yep. Perfect. Well, we’re gonna talk a little bit today about how we can help solve some of those challenges, and Melinda’s gonna share her journey on how Humana’s doing that. So, Lizzie, let’s get started. Alright. So when you think about, customer service organizations, you all operate in an environment of just constant change, pressure, and unpredictability. So as a result, workforce management in particular is often faced with just being put into a reactive firefighting mode, responding to call volume spikes, staffing shortages, and other disruptions that happen in a contact center on a daily basis. But oftentimes, these processes are coming after the fact, they’re manual, and most likely performance has already been impacted. Intradium powers dynamic workforce orchestration that transforms real time insights into real time action. What does that mean? If you think about intradigm, think of it like the nervous system of your organization. So just like the human nervous system constantly detecting signals, reacting, and processing information, Intradium is doing the same thing by interpreting signals as they occur at the moment that they’re happening. So the real power of intradium really comes in the ability to respond. So much like the human body, the solution can trigger immediate automated actions in real time without waiting for manual intervention. This power allows our customers to operate faster, smarter, and more efficiently while driving some really great business outcomes such as increased productivity, improved engagement, reduced attrition, and ultimately better customer experiences. So considering that your frontline workforce is your greatest single investment that you have in the service center, every interaction that your frontlines have with your customers is a moment of truth. But yet every single day, there’s hours of untapped capacity that’s out there, that’s in the form of, idle time, burnout, and other inefficiencies. So even with the best people, processes, and technologies, it’s really hard to react to the conditions that are happening in your service centers. So considering that your workforce is your greatest investment and also considering that up to eighty percent of your your your top line budget is coming from your labor cost, think about the fact that these agents are not productive a hundred percent of the time. There’s other things that are happening throughout the day that’s in the form of shrinkage that’s tapping into their day. Then you also consider manual WFM processes, that manual reactive firefighting that we just previously talked about, responding to that. There’s a better way. So what we’re gonna talk about is how you can take, your biggest asset, which is your front lines and your customers, and turning it into more of a competitive advantage for your business. So how do you get the most out of out of your workforce investment? What we’re gonna talk about today is finding that hidden capacity, the the time that naturally exists in every single day that’s out there that’s just really hard to get to without some sort of orchestration solution. Intradium is gonna unidentify untapped capacity throughout the day. As I mentioned, this naturally exists even in the highest occupancy of environments. There are those pockets of time that are out there. And through our dynamic workforce orchestration, being able to capture that and take action on it when that occurs. This is how you’re gonna be able to get your front lines and your other structured workforces at the using those resources in the most productive, efficient way possible. We’re gonna optimize on real time, take take advantage of their performance, and we’re gonna develop these solutions in your environment that are even though we’re talking automation, we’re talking, AI solutions here, we’re also building this for humans. So we’re never gonna take the human touch out of these solutions for your environment. It’s very important that we maintain that human touch. So your workforce is dynamic and your technology should be too. So contact centers and customer service centers are very complex. They’re structured workforces across all different areas of the business, whether they’re front lines, there’s blended agents, and then you’ve got your back office workers handling a different variety of inquiries and customer service requests servicing your customers. Being able to look across all those different areas within your organization, looking at availability, system status, and other workflows to detect what is happening, revealing the hit the hidden capacity that naturally exist, and re redirecting those, resources to their most productive use. And when we do that, we’re gonna trigger the right actions at the right time. We’re not gonna do something that’s gonna impact service level or other things. We’re gonna make sure that this is happening at the right time with the right action. We’re also as a result of these actions, we’re gonna be able to do some really powerful things, not only be more efficient with, customer service interactions, but also detecting when an agent that’s handling your customers is trending towards burnout, being able to remediate and automate actions to help them with that burnout, connect them with the frontline supervisor or the next best thing in order to retain and engage that agent. Ultimately, by doing all these things, you’re gonna protect your customer experience by empowering your your greatest investment, which is your workforce, to perform their best at all times in real time. Alright. So at this point, I’m gonna turn it over to Lizzie for another fun poll question. Thank you. So now we are we are in the world of AI now. A lot of companies, organizations are implementing AI solutions, and I just wanna gauge what outcome do you think, AI would would make AI most worthwhile, in your organization? Reduced labor costs, better service consistency, lower attrition, faster decision making, increased stage and game engagement, and, of course, all of the above. So what would you say, in your organization would be would make it more most effective? C, lower attrition. Yeah. Reduced labor costs for sure. A lot of d’s. Yeah. A lot of decision making. Yeah. Because AI is really it’s taking that that data. It’s organizing it and giving you better insights to help you make those decisions. A and D. Yeah. A lot of that combination of A and D. You’re reducing the labor costs by taking a lot of those mundane actions, the the monotonous tedious, you know, task based things and and automating those through AI, things like chatbots or agentic assistance that can help plug into the agent during an interaction. A and D, but with a price. Absolutely. The cost of AI. And and a lot of foundational data to make sure that your AI is effective. But Intradium really isn’t competing with the AI landscape, but rather, pairs really well with it to get make the most out of your AI solution. So if we were to look at, things like agent assistance, agentic QA, things like those solutions that are coming out in the environment, they’re really plugged into the interaction. They’re getting things like customer sentiment. They’re really pulling in what the context of the conversation is and helping guide that conversation or that interaction. Intradium really takes care of everything else. So we’re making sure that agents are in the right place at the right time, that they’re making the most out of their day, that they’re as productive as possible without leading to burnout, that we’re able to protect that employee experience as AI makes their contacts, the contacts that they handle, a little more complex. With agentic bots taking care of all of the easy tasks, what’s my balance in a bank, or can I make a payment? Those types of things are very easy and kind of break up an agent’s day. Now taking those out of the equation, the agents have to take more of those complex calls. So how do we really handle that that trade off in the agent’s day? Now in Trudy, and we’re going to explore a quite a bit just a few of the solutions in how we really plug into the agent’s day. We can make them more help them be more efficient, but also deliver those moments of of break, that that wellness and protecting their experience as well. If you don’t know Intradium, if you’ve never heard of us before, we are not a WFM platform. We’re not telephony. We actually are a solution that plugs into your ACD and your workforce management scheduling And then we orchestrate actions between them. We’ve got a suite of solutions that cover monitoring handle time assistant all the way through user productivity tracking. Most of the solutions that you see here are targeted targeted mainly towards that front office phone type, contact center. But we’re exploring now more of the back office solutions so that we can really empower our dynamic workforce orchestration. We’re covering across all workforces to make sure that the experience is consistent within all the organizations. We’re just gonna cover a few of these. So if you you know, don’t worry. I’m not gonna cover this slide in detail. It’s a lot to cover, and there’s so many possibilities out there. But we’re gonna transition now to look at the day in the life of an agent. As we have mainly workforce management professionals on this call today, we’re you this may sound familiar. You are forecasting based off of historical data. You’re creating schedules that match that forecast demand. And then the day comes, and you may see a spike in volume. You may see, an increase in absenteeism. Your AI agent assistants aren’t going to be able to address that. But that’s where Intradium comes into play to help reorchestrate what should happen throughout the day. Rather than prescheduling shrinkage time such as training, one on one coaching, you know, all of those different even channel balancing in a blended environment if you’ve got somebody taking inbound calls and then switch to email. Those prescheduled events are based off of historical data. And when you really get down to the interval level nuances, it can fluctuate very greatly, and you have to take action in real time to make sure that it’s balanced. So that may mean canceling training, rescheduling, and that constant firefighting that occurs. An intradm introduces then a paradigm shift. We no longer need to preschedule, but let the system actively tap into that idle time to find the right time to deliver these activities. Right now, we’re going to look at that shrinkage environment with off phone engagement. We’re gonna go through a training example, but start to think about the art of the possible, which we’ll cover at the end of anything that is non phone related off the phone engagement that you could deliver through a system that takes advantage of the real time conditions in your in your environment. So this is an example of a role. The agent, if if they are logged into a specific queue, we were meeting service level, we’ve got, you know, quite a few agents available. Let’s give them something to do. Rather than for them to sit there waiting for that next call, let’s deliver them a training. We’ve got a couple of screenshots of what that pop up would look like on the agent’s desktop over here, and notice we’re we’re directing them, hey. We’ve got some time for you to start a training session. Agents love this. They know that they’re being developed, and we’re protecting that knowledge so that they aren’t so reliant on those new AI agent assistants, that they’re able to retain that knowledge and become the best performers for those con complex contacts that they’re now receiving. So what that looks like, we can actually tailor the conditions to say, pull in the agent’s schedule, see what activities they’ve got coming up, access the ACV information, make sure we’re in good service levels, we’ve got availability, that all of these conditions make it the perfect time to deliver training. Now if you think about a real time agent looking at all of these systems, it could take so much time that by the time you ask somebody to start a training, that moment’s gone. We couldn’t take advantage of it in real time. But now Entrudean can actually look at all of those systems simultaneously in a moment and act immediately. What that looks like for an agent. Natalie here is an after call work, but as soon as she goes into available, all of those conditions are perfect. Let’s deliver a training. Intradium immediately pops up on her screen. She clicks start, and then it tells her what training is available. Once she clicks start on that, she’s automatically redirected to take that training. It’s embedded within the prompt so that she doesn’t now have to go search for that compliance training. It’ll automatically show up. And what’s happening in the background is is updating the schedule for Natalie. We no longer have to have her alarming in the system. Where did she go? She’s in training. We know that. The schedule is is updated. The RTA system knows exactly where she is, what she’s doing, and Natalie’s adherence is protected. Once she then finishes the the training, she’ll mark it as complete within the, the system. And then Entrudium goes in and truncates that segment to the amount of time that she actually took in the training. So think about delivering training today. If it takes thirty minutes or you’re assuming it takes thirty minutes, you’re going to preschedule thirty minutes. And even though it may take ten, I’m gonna take that full thirty minutes. It’s a twenty minute extra break for me. But really, intraday is going to say, well, take as much time as you need, and then we’ll update the schedule dynamically. And you’ll notice that there’s a natural compression not only in the time that it takes to actually complete the training, but the time that it takes to deliver to an entire workforce. As you’re finding those little moments throughout the day that you no longer need to preschedule, you’re able to deliver training more quickly, more effectively. And as you start to launch these AI solutions into the environment, think about all of the training that that takes. And now and and thinking about prescheduling all of these agents to take this training to prepare for these huge transformational changes in the environment. Intradium can deliver all of that and very quickly. We talked about the art of the possible. Off phone engagement is not just for training. Think of it as delivering customer, employee satisfaction surveys or even balancing where they what work they’re doing. If the phone environment is is perfect, let’s have them do back office work. Maybe make follow-up phone calls, review communications. All of these things are possible through that off phone engagement as you’re thinking about how you coordinate an agent’s day end to end. Our customers are our best inventors, and a lot of these ideas came from them. Asking the success managers, we really wanna solve this problem. What’s the best way to go about that? And Melinda’s gonna talk about her experience with success management in at the end of this conversation. So let’s move into schedule adherence management. We talked about firefighting and your real time agents keeping an eye on the screen and then reaching out when an agent isn’t following their schedule. And it’s just kind of a game of cat and mouse, that chase. And by the time that you reach the agent, maybe it’s a game of telephone that you have to first reach out to the supervisor, and then they’re reaching out. Really, it’s just a mess of trying to chase something down, and it’s always after the fact. Once it’s finished, you’re coaching to that. But IntraDM takes advantage of in the moment. Sometimes the agents are on a long call. They’re doing the right thing, and they’re servicing the customer. And they feel like maybe they’re being penalized in their adherence KPI because I was helping the customer, and it was going into my break or lunch. And now once I finish that call, I have to go into break or lunch, and then I’m out of adherence even longer. And having that that goal, that monthly goal of an adherence metric, I’m worried now that my performance is going to suffer even though I was doing the right thing. But EntryDM can actually automate the the adherence in in two different ways. The uncontrollable adherence misses, such as those long calls, and then the controllable where the agent is intentionally going into, an aux state that doesn’t match what’s on their schedule. For the first part, the the uncontrollable adherence misses. When we think about the the schedule, the lunches and breaks are static. They’re scheduled prescheduled at at the time. And, you know, if a call comes in one minute before my break, there’s chances are I’m gonna be late to that break. But Intradium takes that guesswork out. No longer does the agent need to feel like, I missed my break today or if I was late to my break today for a long call, maybe I wanna sit and after call a little bit longer the next time, that I’m approaching my break. Or they put themselves into personal ops. Entriteum is going to let them know that they’re supported, that we recognize you’re doing the right thing. We recognize that a break is coming up. Go ahead and service the customer, and we will gladly update your break afterwards. And if you think about all of the different times that that occurs in the contact center, it would take an army of RTA agents just to make those updates on an ongoing basis, day to day basis. I’ve never heard in any contact center where somebody would do those updates. They kinda keep it within the adherence metrics, so we’re baking that into whatever their adherence goal is for the month. But that’s really, you know, kind of guessing what’s going to be that that adherence goal for uncontrollable situations. With intradian being implemented to automate those that movement, you no longer have to include it. So you can focus on what true adherence is, and that’s really what’s in the agent’s control. In this example, what that looks like for the agent since we’re pulling in the scheduled data, we see that a break is coming up, but we also see that Natalie is on a call. She’s unavailable. We send a message. Hey. Your break is coming up, but we recognize you’re on a call. Go ahead and service the customer. Rest assured, we’re going to take care of the rest. Then after the call, once she goes into break, intradian will go in and automatically adjust the schedule to when she actually went to break. And that’s really important because the employees love that, first of all. They feel supported. They no longer have the stress of maintaining, well, what is that going to do to my monthly scorecard? And they they see that, you know, just because I was servicing the customer, I’m not being penalized by adherence misses. On the flip side yeah. Go ahead. And it’s also taking out of the agent being forced to make a decision of do I just hang out in an unauthorized state because I’m gonna get dinged for it? Or, you know, it’s that outlier behavior that it’s it’s don’t put the agent in that position. Right? Exactly. Yeah. They love it because they know they’re not getting dinged for something that’s beyond their control. Exactly. Exactly. And then on the flip side, what is in their control? And we can nudge them back into productivity or even ask them a question. So agents don’t really think of this as punitive punitive, but, like, rather, I’m I’m being supported. I got feedback one time, from when I, was an administrator for the solution that sometimes they forget that they put themselves into personal ox. And if you remember, that’s affecting their scorecards. So that nudge of, hey. It looks like you’ve been in an unauthorized ox for an extended period of time. That triggers them. Oh my gosh. Thank goodness. I got that reminder. Otherwise, I’d have something to answer to at the end of the month when my scorecard comes out, and I am wildly out of adherence. In addition, we can ask them if they need help. It can act as that assistant. And if you think about the agent assistance within, you know, an AI solution within the contact, they’re not recognizing the schedule adherence piece. And Entrudium can then nudge them outside of that, that agentic assistant, and really look at what is the schedule, what’s happening in the agent’s, ACV, and nudge them. Hey. It looks like you have been in system downtime, for example. Do you need assistance? And then if they answer yes, we can direct them to a supervisor. We can message a supervisor right on their desktop. We can direct it to a Slack channel of maybe IT or a group of subject matter experts. Anything like that is possible. But not only are we able to do it within the moment, we can actually act on cumulative data. So let’s say that Rachel is out of adherence for ten times in one day. What do we wanna do with that? Do we want to bubble that up to the supervisor and let them know, hey. It looks like Rachel was out of adherence or got that alert ten times today. They now feel empowered with the information they need to maybe have that that coaching moment. And it doesn’t have to be, hey. You were out of adherence. We need to talk about this, but rather, hey. Do you need help? Is there something going on that I can assist with? Really making the moments matter between the agent and their their direct supervisor. Alright. So we talked a little bit earlier about blended environments, front office, back office, and dynamic workforce orchestration, and how we’re really bridging all of the workforce, not just that inbound contact center. We’re really developing a lot of tools now around back office support and the blended environment, how we can treat those agents the same no matter what work they are doing. So we’re gonna go into user productivity, which is mainly focused on back office, but can be applied throughout your contact center, that productivity monitoring, and then acting in real time. For the productivity tracking maturity, most back office organizations are at that beginning. Low or no insight. I I’m giving them back office work. We’ve got a workload distributor to give them the the emails or the cases or the widgets, whatever it may be, but we have no real insight into what they’re actually doing when they have that. We’ve got maybe some insight into the handle time, but it could be that they’re opening it and stepping aside. Maybe they’re taking the dog for a walk, but or checking on Facebook or Twitter. We don’t really know exactly what they’re doing because they’re not following that typical front office type of environment where I know that they are on a call. I know that they are in aux. I know that they’ve got somebody on hold or ACW. The back office tends to be that invisible playground for our agents. But what UPT or user productivity tracking introduces is that insight as well as the action. Now you may have heard of DPA or desktop process analytics software today, but the difference is they are able to provide that insight, dashboards, data, how much time was spent on a specific website, how much time were they sitting idle without any type of engagement with their technology, what applications they’re using. But what we do is we introduce the actionable items. We can actually nudge them back to productivity in near real time so that we don’t get that lost time. With DPA, managers are typically analyzing the the data at the end of the week, preparing for their coaching session, and then relying on those discussions to get that productivity. And that’s a lot of time wasted. So intraday impacts in real time. We’re nudging them back to that productivity while still providing those data insight pieces to the management team or your supervisors. Got plenty of dashboards to provide these insights. And, really, I’m gonna go show just a a couple of them, but, really, it’s a lot of information at the fingertips. We’ve got nonwork applications. So what are they accessing that is not directly tied to their work? Idle time. Have have they been sitting there with no engagement with their mouse or keyboard? If they’re in active work items, you know, getting that detailed user activity is important. We can see things like the the productivity, tracking down to the agent level. The supervisor can see their entire team. You can see entire departments, all of this information in the productivity reports down to that granular level to really get that engagement of, discussion, those one on one coaching moments. You now actually see what applications, the top five nonwork applications that they are accessing. So ESPN dot com, we’ve got a lot of playoffs going on right now, a lot of people accessing that that website. But should they be? How often are they doing that? And, really, what should we be directing them to do instead? These dashboards are all well and good, but we also provide the data that can easily be exported through, SFTP to an existing data link. So if you have a dashboard that is an all in one, this is what our supervisors are used to accessing. Let’s go ahead and have it here. We can ship that that data in near real time every two to four hours. What type of DPA software can say that today? But here’s where it comes into change to really get that that behavior back on track and that productivity immediately. We’re sending those alerts. We can send alerts such as, you’re in a nonwork application directly to the agent’s desktop. Hey. It looks like you’re in a nonwork state. Make sure that you go back into productivity, or do you need assistance? They we can still ask that question because we’re connecting directly to the agent’s desktop as well as the supervisor’s desktop, maybe even sending an email or a Slack message. So what that looks for the supervisor is it could be, you know, Rachel’s been in a non work state for an excessive time, and she still hasn’t acknowledged. She still hasn’t gone back to productivity even though we’ve nudged her, even though we’ve alerted her. And that way, the supervisor could take action, reaching out to Rachel, seeing what’s happening and if if she needs help. We can also look at idle time. So mouse movement or keyboard movement. Do we know? Are they sitting at their desk and they’re just reading something, monitoring something, or have they stepped away? And layering on those alerts to say, maybe what we want to engage the agent. If they don’t get back to that productivity, we can nudge the supervisor or the workforce management team. All of those actions can be coordinated in a single. We’re also monitoring that that productivity increase. So what we do typically when we launch UPT is we’re getting the baseline data. Where does it stand today? And then we can monitor the progress. What’s happening after we start alerting people? And that’s really going to guide the thresholds that you want to tailor. We’re targeting the outliers, but maybe we want to bring that in as the performance increases so that we can get even more productivity. If you’re starting out at a, you know, sixty two percent productivity level and you increase that to sixty five, maybe the next step is seventy, seventy two, and it just increases from there, getting the most out of your workforce while still supporting them. You’re getting that uniform visibility across all of your back office. So that’s going to help not only with the performance of your back office team, but the individual knowing where they stand among their peers. They know what their productivity level is, and it’s it’s going to give them a more supportive feeling of I’m doing the right thing. I know I am, and I now have this data to prove it. Your supervisors are able to really track that productivity to make sure that they have the most, I guess, insight into that coaching moment. An example of a pilot that we, launched for a health insurance company, they actually had a group of agents that didn’t have an existing DPA software and then a group of agents that did have an existing DPA software. We were able to see that productivity increase in both groups, not only for about almost fifteen percent in a group that didn’t have DPA, ten percent just by increase by introducing alerting for the the group that did have an existing DPA software. So that ten percent on top of what they already had with existing DPA just because we were starting to get those actionable items out there. We’re we’re able to alert them in the moment so that they can actually return to that productivity rather than waiting a week until they have a conversation. Frontline, they are saying, you know, we’re we’re getting that insight from not only the supervisors, but the agents that they feel like they they finally know where their performance stands among their team, that they’re doing the right thing and it’s actually it’s it’s provable. They have a goal to reach. And not only that, but where you can you can use that not necessarily as punitive or the the coaching moments where you’re saying, you know, you need to do the the right thing or be more productive. But you can actually start to track, well, where did they land? Why was this productivity so low? Should we be training them? Or if they’ve seen a a a great increase, let’s recognize that one. It can be a celebration. It could be a guidance conversation, and it could really fuel what needs to happen to make sure that your frontline feels supported. I’m gonna pause there. Rachel, anything that you would add for user productivity tracking? Yeah. I think that, you know, the real distinction here with all these solutions that Lizzie shared today is really about going back to how we started off today. Being able to identify and assess and take real time action is the key differentiator there. Right? Being able to take action right there in the moment is where you’re gonna get the the gains. You’re gonna detect it. You’re gonna be able to address it. So, while there might be some other insight tools that are out there, reporting after the fact is not gonna get you where you to be as far as, you know, just making sure that you’re able to to untap all of that capacity and do something meaningful with it to increase productivity, to increase engagement, and ultimately, the customer experience. Absolutely. And and really, if you think about the question that that I asked earlier about AI solutions and what it would improve, a lot of people said, you know, we we can make better decisions. And with Intradium, yes, we’re taking that insight, and we’re automating some of those decisions. You already know what you want to do, what you want to accomplish, and it no longer takes that time and effort. Like you said, Rachel, you no longer have to wait a week. You can make that decision in real time with the automated solutions that Intradient provides. So, before we hand it over to Melinda, I did wanna ask, where in your organization, are you on the automation journey? So are you managing everything manually right now? Have you piloted automation solutions in a specific area? Do you have it deployed in your organization, but you’re looking to expand? Or are you fully deployed with automation and optimizing and and everything is is peaches? A. Still manual. A manual is it’s a lot of work. A lot of work. See, we’ve got some automation deployed. Want to expand. Piloting. Awesome. Great. I’m seeing a lot of either manual or we’ve got some, but we wanna expand it. We’ve got one in intradigm pilot as we speak. Love to see it. Alright. So, Melinda, I’m gonna go ahead and hand it off to you to talk through Humana’s journey. Sounds great. Thanks, Lizzie. So good morning, everyone. As I mentioned earlier, my name is Melinda DiPolito, and I am the director of product management here at Humana. I’m excited to be here today to share with you all our journey with Intradium, what led us to in automation, how we rolled it out, and the results that we’ve seen so far. A little bit more about me, I’ve been with Humana for over sixteen years. I’ve had the opportunity to work in a variety of roles across the enterprise, including operations, project management, product management, and workforce management. And all of those experiences have really given me an appreciation for the importance of aligning people, processes, and technology to drive meaningful business outcomes. Part of my role involves how we leverage technology to make our contact center operations more efficient while keeping the agent experience front and center. That balance is really what drew us to Intradium, and it’s really the lens in which I’ll be sharing our story with you all today. Just to give you a little bit of context around the scale in which we’re operating here at Humana, we are one of the largest health care insurance companies within the country. We’re headquartered in Louisville, Kentucky with contact center locations across Kentucky, Florida, and Ohio. We are within the top forty Fortune five hundred companies. Our focus is on simplifying the health care experience and improving health outcomes while reducing the overall cost of care for our members. We face many headwinds today within the health care insurance industry. So finding opportunities to simplify ways of working through automation really play a significant role in our overall focus to simplify while, again, reducing that overall cost of care. At scale, the complexity really compounds quickly. Our agents are handling highly sensitive conversations with members about their health care coverage. These are calls that require precision, empathy, and speed all at once, which really can create operational challenges and really ask the question, how do you maintain quality and efficiency across tens of thousands of employees with workforce types ranging from full time to part time across multiple locations and multiple channels. And that’s really the backdrop for how we started to look at automation. So, Melinda, we do have one quick question in the chat. If if you are using any outsourcing, do you use intradium in those environments also? We currently are not in our in our outsourcing. Great question, though. Thanks for asking. Alright. So the honest answer as to why automation is we really hit the ceiling with our manual processes. As we think about simplifying the health care experience and improving health outcomes while reducing the overall cost of care, we’re really faced with the question of how do we operate more efficiently through automation. We were relying heavily on real time analyst and workforce management teams to provide intraday management, asking them to intervene when associates were out of adherence or when we had unplanned capacity and make decisions in that moment. While they were doing a great job, the volume was just increasing significantly and was growing faster than our headcount could keep up with. At that point, three things became very clear. First, the human factor manual process introduces inconsistency. An alert that one analyst catches, another might miss. The moment you have variability in execution, you have variability in outcomes. And in a contact center, that starts to show up in average handle time, compliance, and customer experience. Second was outdated processes. The tools we were using to manage our real time operations weren’t designed for the pace and scale at which we were operating. We needed something that could act at machine speed. And third, the need for continuous oversight. Our contact center never stops. We have a need to monitor, flag, and respond, and that doesn’t stop at five PM. We needed automation that could keep the pace of operations around the clock. It comes down to having fast, efficient ways to ensure we consistently have the right people in the right place at the right time while unlocking capacity and improving operational efficiencies. So we didn’t approach this as a nice to have. Automation has really become table stakes in our contact center operations, and we saw three dimensions of why that’s true. The first being scalability and efficiency. Our call volumes aren’t shrinking. As we grow, we need systems that can scale with us, not headcount that scales literally and with complexity. We really needed to be able to handle our increasing volume with what we already have, and Intradium allows us to do just that. The second is innovation. Automation isn’t a onetime deployment. It’s foundational for continuous improvement. As AI and machine learning capabilities grow, having an automation infrastructure already in place means we can layer on more intelligence over time. So we’re continuing to build towards something bigger and not just solving today’s problem. Cost and resource automation is the third one. So this one is tangible. This one, in twenty twenty five alone, we saw two point seven million automated actions inside of our contact center. Every one of those actions was a moment where the system acted so a human didn’t have to. That’s real capacity recaptured and real cost avoided. That two point seven million number is something I’ll continue to come back to because it’s really the heartbeat of everything we’re gonna cover in the next few slides. So our partnership with Intradium started in January of twenty twenty. And one of the things I wanna highlight right up front is how quickly we were able to go from decision to deployment. Full rollout happened in six months. That’s not something small. Many times implementations can drag out and really become disruptions. Intradia moved fast with us, and we saw in year return. I also wanna remind everyone of the landscape in twenty twenty. We were at the height of the COVID pandemic. We were deploying associates from office contact centers to full work at home. To add to the complexity, we were also migrating from one ACD platform to another, and we’d even moved some associates from one workforce management platform to another. And that transition was seamless with Intradium. It really solidified our decision and told us lot about how the solution was built. Five years in, we’re sitting at a seven time return on investment, and that’s not just a projection. That’s really what we’ve measured across the solutions that we’ve deployed. I also wanna give credit to Intradium and how they’ve partnered with us. Intradium is not just a vendor that we log tickets with that sit in a backlog for prioritization. They’re truly embedded in our success planning. Our teams work really closely with the success managers to make sure we’re optimizing and not just running. The relationship and partnership that we have with Intradium has played a key role in our ability to continue to expand. Linda, I would just wanted to add our ability to deliver the solution of full deployment in under six months really comes to down to two things. One is the level of effort that’s actually involved with turning on Intradium. You know, we are a hosted SaaS solution using very, easy to deploy APIs in order to power all the data that flows through our system in real time. So when you consider traditional contact center projects, you know, whether it’s a CCaaS migration or a Salesforce deployment, things that are multiyear journeys, this was a quick win for Humana, especially at that time given the shift of of the remote working environment, rapidly deployable in your payback. But more importantly, why we were able to achieve this is the partnership that we had with your Humana executives cross functionally. The support and having strong executive sponsorship really was what kind of sealed the deal in getting us successful so quickly. So I wanna thank you for that. Yes. Thank you, Rachel. It’s important on both sides for sure. Alright. Let’s jump into phase one, and I’ll really be bringing that two point seven million number to life. So phase one is where it all started with two solutions, one being off phone engagement and the other being handle time assistant. Starting with the off phone engagement, the core idea here is simple. Agents are idle between calls, and that’s usually absorbed as shrinkage. Intradium is able to detect those windows in real time and automatically deliver something productive, things like a training, communication, wellness break, a survey. The agent gets them when they’re actually able to have a moment to receive them and take action and not just according to a schedule that was built before anyone knew how the actual call volume would look that day. What that added up to in twenty twenty five was two hours of unlocked capacity per agent per month. That’s sixteen thousand dynamic work hours, forty five thousand sessions, and the feedback from Teams was clear. General delivery and personalization of the communications landed well, and agents told us that the training deployments throughout the day really helped break up the call handling process in a way that they really appreciated. On the handle time side, intradm is monitoring agent states across things like after call work, hold, talk time. And when something is out of target, an alert is automatically triggered to the agent immediately with no supervisor intervention required. I wanna specifically touch on hold time here for a minute. Customers are sitting on hold, and that can negatively impact the customer experience. And being able to automatically prompt an agent during extended hold times without a manager having to catch it is meaningful. That outcome across our teams was a forty five second reduction in average handle time, which is significant at scale. And our real time analysts told us directly that they no longer have to manually chase long calls, extended after call, or nonproductive states. That job is done automatically now. And, also, from an agent perspective, seventy percent of the agents that we are or associates, I should say, that we surveyed, felt that the amount of intradm alerts that they were receiving were appropriate. And here’s the success story that ties it all together. All the automated actions, the two point seven million of them represent work that would have otherwise landed on someone’s plate. For Humana specifically, this level of automation meant we didn’t need to bring on two additional temporary workforce management analysts to handle the volume. That’s real headcount cost avoided. It also means we could redeploy real time agents to more skilled and analytical task. That’s the story behind the number. Then we can look at phase two. So phase two took us a little deeper into the workforce management automation, specifically schedule adherence and attendance management. Two areas that before intradm required significant manual oversight. For schedule adherence, intradm is monitoring whether agents were being adherent to their schedule. Are they returning from breaks and lunch on time, all of it’s monitored automatically with alerts delivered in real time. What used to be a supervisor watching dashboards and manually following up is now handled automatically. Attendance management takes a similar approach to the front end of the day. No calls, no shows, late logins, unauthorized logins. They’re all flagged automatically before it becomes a bigger operational problem. The outcome of that was a four percent increase in occupancy. That’s agents being in the right place at the right time at higher rates than before. And the agent feedback we got says it best. All the manual things they used to do, they no longer have to, and that’s the exact shift we were looking for. Now on to phase three, which is where we currently are. We’ve got two solutions deployed, including coaching and staffing copilot rollout. On the coaching side, we’re working to launch and optimize the solution for our teams. The goal is simple, coaching that reaches agents faster and more reliable than the current process allows. When coaching happens manually, it’s dependent on supervisor’s availability, them scheduling, and the actual follow through. Automating the delivery means it happens in real time at that moment with the right content rather than in a scheduled block that may or may not fit the agent’s day. And then for the staffing, we already have the foundation in place, and we’re seeing results with twelve thousand voluntary time off hours generated, which translates directly into overtime avoidance. When you’re able to proactively offer agents the option to go home early during low volume periods, you’re managing that cost without creating a bad associate experience. Right now, we’re working with the team towards Intradium’s autopilot version of staffing, which will automate even more of that decision making. So what’s next? Where do we go from here? We’ve got three things on the horizon. First, we’re really focused on scaling what’s already working across additional lines of our business. The solutions we’ve deployed in phases one and two have proven their value. Now the work is expanding that to reach even more of our organization, more agents benefiting from the same automation that already exists and is already driving results. Second, we’re looking at deploying more of contact center automation capabilities that push the boundary of what real time automation can do, things like user productivity tracking, the adaptive handle time, system outage management. Humana has most of Intradium’s contact or contracted solutions deployed, which means what’s next for us really is about deepening our impact and expanding our scope, not starting over. And third, we’re evaluating Intradian’s advanced capabilities with Q Optimizer and Back Office Optimizer as we modernize our operations. These tools represent the next layer of intelligent orchestration, connecting the front office and back office in ways that weren’t possible before. Our journey started in twenty twenty. Five years later, we are two point seven million automated actions. We’ve also got a seven times return on our investment, and we’re still building. The Humana inter diem story, and we’re just getting started. I wanna leave you with this too. While we are two point seven million automated actions with a seven times return on our investment, which is amazing, another thing I briefly want to highlight is, again, our partnership with Intradium. To me, they’re not just a vendor. They are a true partner invested in our success. Their team is consistently collaborating with us, bringing forward innovative ideas, and working alongside of us to solve challenges that really drive meaningful incomes. It’s clear they’re not simply focused on selling a platform, but on being part of our long long term success story. So thank you all for your time and allowing me to share our Humana and Trademe story. I’m gonna pass it back to, Lizzie and or Rachel. Thank you so much, Belinda. I’ve really enjoyed hearing your journey and having personally been a part of it. We’re just really grateful for the partnership with Humana. I know there was question in the chat around outsource, so I just wanted to kinda expand upon that since we had a minute here at the end. You know, a lot of our customers have some sort of BPO footprint as part of their workforces, and it’s absolutely an area that Intradium does partner with most of our customers on. And we are in some discussions with Humana to expand Intradium to some of their BPO partners as well. So, you know, as they’re considering their automation journey, you know, that’s eventually what comes to the table because the BPOs really are an extension of their teams, and that’s how they treat them with common tools. So, we can work with our customers on building that specific business case because it might look a little bit different than their internal agents as far as where the, the hard dollar savings are coming from based on contract structure, but something that absolutely that we work with every day in and day out. We do have another minute or so. Is there any other questions that are coming in, Lizzie? No other questions. I did want to mention something that Melinda had in her last slide was a little glimpse into the road map of Intradium with Q Optimizer and back office optimizer as we really try to connect that front and back office landscape. If you do want to hear more about that, we’re happy to schedule a call you to go into really what does your back office landscape look like and how can we really help you optimize in back office, front office, or blended environments. A question just came in. What was change management like for the frontline leaders to adjust from manual processes to automation? Yeah. That’s a great question on our side. It is a very easy rollout, I would say. It’s very user friendly. It is not, you know, complex in that it’s it’s easy configurations, and the leaders really appreciate taking that out. A lot of our workforce management teams today are doing kind of that intraday, and so it doesn’t necessarily fall on the frontline leaders. But overall, it is a very positive feedback, and the change management is really around communication and just making sure that they are aware of what’s changing and the alerts that they will be getting. As I shared in the slides too, the feedback we’ve gotten when surveyed is that they feel like the alerts are appropriate and given at appropriate times, and so we’ve gotten a lot of really good feedback from our leaders. But as far as change management, it’s a fairly easy lift. It’s more around just communicating the change and sharing kind of what those alerts will look like for them. Excellent. And our success managers that partner with your organization are certified change management experts. They’ve been through this with multiple organizations of varying sizes and really partner with operations, with workforce management, and helping to make sure that it’s launching in the appropriate way. They’re getting the content that they need to be as prepared as possible. We have another question in here, Intridium. Have you experienced any companies who do have both internal and outsourced teams utilizing Intridium? If so, do the internal and outsourced teams work together with you, or do they work independently with you? Want me to grab that one, Liz? Yes, please. Absolutely. So hi, Carissa. Yes. This is something that’s a common scenario. As mentioned before, most of our customers do have some sort of BPO footprint, And the majority of the time, we work directly with the with our customers. So let’s just use Humana as the example. We would work directly with Humana on the the contracting in partnership with them with the deployment of the solution with the BPO. So, typically, what we’re finding is that the BPOs are part of the same infrastructure. They’re on the same ACD and WFM platforms, for example, as as the customer. So we work with the customer on the licensing component, but the actual deployment, we work in partnership with the BPO and the customer. And, really, to that’s to help make the the experience seamless within that same organization regardless if it’s internal or outsourced. Thank you, Gregory, for the great feedback there. Thank you. Alright. Well, thank you so much. If you have any other questions that you haven’t been able to ask, please reach out, and we’re happy to give you a free business assessment as well if you want to explore implementing InterDIMM. Alright. What great information. And, Melinda, what a great story you had to tell today. Thank you so much for sharing it with everybody. So I’m gonna be sending out a recording of this. If somebody in your organization did not get here today and you wanna share it with them, you’ll have a link to send to them. Then you’ll be, also receiving, information from InterDM as well. So thank you so much to Lizzie and to Rachel and Melinda for this great information. We’ll go ahead and close this webinar now, but everybody have a great rest of your day and we’ll see you soon on another webinar. Thank you. Thank you, Vickie.