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Call Steering—Omni-channel customer engagement success stories

Michigan OCS delivers great service to citizens.

Natural language call steering IVR solution decreases call volume and cuts response time.

Company profile

The Michigan Office of Child Support (OCS) is dedicated to enhancing the permanent well-being and self-sufficiency of Michigan families. Part of the Michigan Department of Human Services, the OCS works with parents and guardians to ensure children and families receive court‑ordered financial and medical assistance. Child support services include locating a parent, establishing paternity, and establishing, modifying and enforcing court orders for child support and health coverage. The Michigan OCS employs more than 100 child support specialists to assist citizens and partners with the goal of establishing child support for families so children can thrive and reach their full potential.

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Michigan OCS uses Nuance Call Steering

Nuance offered us state‑of‑the‑art Natural Language Understanding and call steering technology along with unparalleled experience in deploying customer service solutions for the government sector.

Erin Frisch
Director
Michigan Office of Child Support

Challenge

  • Reduce case backlog
  • Eliminate phone tag and delays in assistance
  • Improve response time to Client's phone inquiries
  • Decrease number of cases falling into noncompliance
  • Better enable clients to receive assistant benefits without interruption

Solution

Results

  • Significantly cut response time
  • 45% reduction in call volume
  • Reduced escalations to case managers by 90%
  • Mailed 53% fewer noncompliance letters
  • Received 66% fewer requests for administrative hearings due to noncompliance

Background

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