Shelf Helps Tech-Enabled Pharmacy Benefits
Manager Cut Resolution Time by 30 Seconds
and Achieve 12% Fewer Escalations
100%
customer service real-time
content data quality monitoring
content data quality monitoring
12%
escalation rate
reduction
reduction
Challenge
The company had no source of truth for or means to effectively govern a corpus of complex, frequently changing content. GenAI applications were unable to deliver accurate answers due to an inability to distinguish the nuances of semantically similar policies and procedures. Additionally, they experienced bloated Time to Resolution because bot and T1 customer service agents were unable to successfully resolve member support queries.
Solution
Deployed Shelf to:
- Standardized governance incorporating real-time quality diagnostics and Human-in-the-Loop (HITL) to eliminate data entropy.
- Enrich content with missing context to create GenAI-enabled data.
- Reduce new hire time-to-proficiency the volume of escalations to tier two and tier three support agents.
Impact
Unstructured data was enriched for use by GenAI applications, and they achieved a 30 second reduction in Time-to-Resolution within 60 days of deployment.
“Content Intelligence is remarkable. It’s truly amazing to have a solution that can help our lean team identify issues that we’d otherwise have no way of finding, or addressing. We went from being skeptical of GenAI to feeling like we’re now ahead of the game.”
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