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Description automatically generated"><o:p></o:p></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif">January 21, 2025</span><span style="font-family:"Arial",sans-serif"><o:p></o:p></span></p>
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<span style="font-family:"Arial",sans-serif">To:<o:p></o:p></span></p>
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<span style="font-family:"Arial",sans-serif">Department Benefits Representatives (DBRs)<o:p></o:p></span></p>
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<span style="font-family:"Arial",sans-serif">From:<o:p></o:p></span></p>
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<span style="font-family:"Arial",sans-serif">Central HR Benefits Office on behalf of the UCPath Center<o:p></o:p></span></p>
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<span style="font-family:"Arial",sans-serif">Re:<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;line-height:115%;font-family:"Arial",sans-serif">Enhancements to UCPath Center Phone Virtual Assistant</span></b><span style="font-size:11.0pt;line-height:115%;font-family:"Arial",sans-serif;color:#1A475F"><o:p></o:p></span></p>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:6.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">DBRs, please share this information via your internal listserv.
<u>Do not reply to this email.</u> Please send a separate email with questions to
<a href="mailto:benefits@ucr.edu">benefits@ucr.edu</a>.<o:p></o:p></span></b></p>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">What’s Changing:</span></b><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">Streamlined Design and Easier Access to Help</span></b><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">Simplified and Friendlier Assistance</span></b><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">Better Problem-Solving and Quick Solutions</span></b><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif">Smarter Direction for Specific Needs</span></b><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal"><span style="font-size:11.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin:0in;text-indent:-.25in;line-height:normal;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal">UCPath<o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal">(855) 982-7284<o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal">Monday - Friday from 8:00 a.m. - 5:00 p.m.
</p>
<p class="MsoNormal" style="margin-bottom:0in;line-height:normal">ucpath.universityofcalifornia.edu<o:p></o:p></p>
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