[UCRDBR] Enhancements to UCPath Center Phone Virtual Assistant

[Departmental Benefits Representatives]

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January 21, 2025
To:
Department Benefits Representatives (DBRs)
From:
Central HR Benefits Office on behalf of the UCPath Center
Re:
Enhancements to UCPath Center Phone Virtual Assistant

DBRs, please share this information via your internal listserv.  Do not reply to this email.  Please send a separate email with questions to benefits at ucr.edu<mailto:benefits at ucr.edu>.
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UCPath will implement enhancements to the customer phone support experience using Conversational AI on Tuesday, January 21. These updates will improve operational efficiency and provide a more seamless support experience when employees contact UCPath.

What's Changing:

Streamlined Design and Easier Access to Help
The virtual assistant's simplified processes make interactions quicker and more efficient. General questions cover more common scenarios with up-front answers that do not require authentication, allowing employees to access help more easily for inquiries that do not involve personal information.

Simplified and Friendlier Assistance
The virtual assistant greets callers with alternating messages, creating a more welcoming tone while clearly outlining how it can assist with tasks such as checking paychecks, reviewing leave balances or answering additional questions.

Better Problem-Solving and Quick Solutions
The enhanced virtual assistant better clarifies callers' needs and guides them toward quick resolutions. For concerns requiring further support, it ensures a seamless transition to the appropriate team member.

Smarter Direction for Specific Needs
For specific issues such as overpayment, former employee access and benefit billing, the virtual assistant routes calls to the appropriate team more efficiently, reducing wait times and improving resolution accuracy.
*
UCPath
(855) 982-7284
Monday - Friday from 8:00 a.m. - 5:00 p.m.
ucpath.universityofcalifornia.edu


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