How Missouri Used AI-Powered Call Center Technology to Cut Constituent Wait Times in Half

Abstract

Like every other states, Missouri has faced a sharp rise in constituent calls � and resident expectations � in recent years. The increase put significant strain on Missouri�s ability to serve its residents, and it brought the state�s legacy call center to a breaking point. With skyrocketing call volumes and persistent staffing challenges, Missouri turned to artificial intelligence technology to transform its call center capabilities. The result shows what is possible when a state takes a fresh and proactive approach to an entrenched problem.