Nice helped Kaiser Permanente improve its Northern California pharmacy call center operations by adding Enlighten AI for Customer Satisfaction and Real-Time Interaction Guidance. These solutions automated and enhanced call review processes, supported service level and handle time targets, and provided real-time support to agents and supervisors. Nice’s AI-driven tools boosted customer satisfaction, streamlined in-call and post-call experiences, and enabled more efficient handling of 2.5 million annual contacts involving shipment and drug interaction inquiries.

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