HealthEquity’s contact center was hurting customer experience. AI fixed it, and cut costs at the same time.
HealthEquity, a leading HSA provider, was running a legacy contact center that had become too expensive to maintain and was actively damaging customer experience. Presidio replaced it with a platform that handles more calls through self-service, reduces agent load, and gives customers a natural-language experience instead of a touch-tone menu.
THE OUTCOME
HealthEquity, a leading HSA provider, was running a legacy contact center that had become too expensive to maintain and was actively damaging customer experience. Presidio replaced it with a Google Contact Center AI platform that handles more calls through self-service, reduces agent load, and gives customers a natural-language experience instead of a touch-tone menu.
HOW THEY GOT THERE
Presidio opened the engagement by building a no-cost demo for HealthEquity’s Investor Day on a tight timeline. From there, Presidio led stakeholder workshops to map the current environment and identify the highest-impact automation opportunities. The plan addressed four problems: replacing touch-tone IVR with natural language voice, consolidating acquired applications, eliminating operational redundancies, and building a proactive AI-driven service model.
WHY IT WORKED
Legacy contact centers fail in two directions at once: they cost too much to run and frustrate the customers they’re supposed to serve. Presidio addressed both by treating AI as a replacement architecture, one that understands customer behavior well enough to get ahead of needs rather than just respond to them.
“Presidio really came in as a strategic partner and helped us align our direction and vision for AI tools. They were able to help us pick the right AI tool that would deliver the best value for our members and clients.”