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Careington Partners with Cognigy for Improved Customer Service

Careington International Corporation has proudly announced a significant enhancement in its customer service capabilities through collaboration with Cognigy, a recognized leader in AI-driven customer service solutions. This partnership marks a pivotal move towards modernizing their call center operations and expanding their ability to provide exceptional support to clients and members alike.

For over 45 years, Careington has established itself as a prominent player in the health and wellness benefits arena. Founded in 1979, the company initially specialized in dental discount solutions. However, it has since broadened its offerings, now providing a growing portfolio of over 150 health, wellness, lifestyle, and virtual health products and services. This evolution aims to deliver comprehensive cost-saving solutions that address a wide range of needs in consumers’ lives.

Careington’s U.S. Customer CARE team plays a vital role in supporting over 30 million members through various brands across the nation. Based in North Texas, this contact center employs hundreds of dedicated representatives who offer live-agent assistance for numerous services. These include product education, account maintenance, eligibility verification, provider searches, and claims inquiries. The team prioritizes empathy and responsiveness, which are in line with its core values of Compassion, Accountability, Responsiveness, and Empowerment.

The integration of Cognigy.AI, an intelligent IVR and routing system, has enabled Careington to introduce more intuitive self-service options. These features enhance the customer journey right from the initial call, verifying callers and efficiently directing them to the appropriate service – whether it be self-service solutions or access to a live representative based on their specific needs. This advancement not only streamlines operations but also reduces waiting times, allowing human agents to devote their attention to more complex queries that require personal touch and expertise.

Lora Ross Lawson, vice president of contact centers at Careington, underscored the importance of technology in managing their high volume of daily communications. She emphasized that while live-agent support remains central to their customer service effectiveness, the incorporation of Cognigy’s AI solutions has notably boosted productivity and improved overall service quality.

Stewart Sweda, CEO of Careington, expressed pride in implementing Cognigy’s AI solutions to enhance their member support capabilities. He noted that utilizing cutting-edge technology not only optimizes the range of products and services they offer but also allows for a more efficient service structure that ultimately benefits their member base.

Cognigy's suite of AI solutions is designed to revolutionize customer interactions by delivering rapid, personalized support that is intelligent and reliable. The company is trusted by industry leaders globally and aims to equip service teams with tools that enhance customer experiences while improving internal efficiencies.

Joe Havlik, Vice President of Americas at Cognigy, commented on the partnership, highlighting how Careington's commitment to delivering high-quality service aligns with Cognigy’s mission. He believes that, by leveraging AI technology, Careington can effectively handle a high volume of customer interactions while allowing their agents to focus on more complex and impactful engagements.

This collaboration not only strengthens Careington’s customer service offerings but also marks an important step for both companies, as they work in close proximity to accelerate innovation and enhance overall customer experience.

For those interested in exploring Careington’s diverse range of health and wellness products and services, more information can be found at careington.com.

About Careington International Corporation

Careington International Corporation is a leader in the health and wellness benefit sector, recognized nationally for its diverse product offerings and full-service administration. Founded in 1979, it now serves more than 30 million members across multiple brands. Careington is dedicated to improving the health and well-being of individuals by providing affordable and accessible care solutions, ranging from dental care to wellness products.

About Cognigy

Cognigy is redefining the customer service landscape with its advanced AI Agent platform designed for enterprise contact centers. Their award-winning solution, Cognigy.AI, empowers organizations to deliver instant, hyper-personalized service across multiple channels. With an extensive global client portfolio that includes renowned brands, Cognigy is at the forefront of transforming customer service through technology.