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Principal Financial Group® is an integrated global financial services company with specialized solutions helping people, businesses, and institutions reach their long-term financial goals and access greater financial security.
With US contact centers that handle millions of customer calls annually, Principal® wanted to further modernize their customer call experience. With a robust AWS Cloud infrastructure already in place, they selected a cloud-first approach to create a more personalized and seamless experience for their customers that would:
- Understand customer intents through natural language (vs. touch tone experiences)
- Assist customers with self-service offerings where possible
- Accurately route customer calls based on business rules
- Assist engagement center agents with contextual data
Initially, Principal developed a voice Virtual Assistant (VA) using an Amazon Lex bot to recognize customer intents. The VA can perform self-service transactions or route customers to specific call center queues in the Genesys Cloud contact center platform, based on customer intents and business rules.
