Supercharging ROI with AI training that fast-tracks front line speed to proficiency

Accelerating speed to proficiency was a top priority for our Learning and Development team, fully pumped and aligned to our healthcare client’s primary objective: Convert contact center interactions to sales.

The healthcare payer recognized limits of its existing training model, which did not scale, suffered accuracy issues, and the learner experience was lackluster, particularly during the intense seasonal ramp-up for open enrollment.

Success in action:
From RealSkill pilot to full deployment

We started with a pilot test of TTEC’s award-winning RealSkill AI training bots, which simulate and role-play member interactions so learners can practice their skills in a safe space. The bots provide real-time feedback along with coaching personalized to the individual learner. The successful pilot started with one line of business, Medicare Sales, before expanding to another, Individual and Family Plan (IFP) Sales.

The project followed a disciplined methodology starting with discovery, to prioritize KPIs, followed by design, development, deployment, and evaluation. The final stage was essential because the feedback collected informed how the RealSkill bots should be refined before full-ramp scalability.

By embracing a cultural and operational shift toward simulation-based learning, the client achieved transformative efficiency and performance gains. The financial impact was impressive with a 465% ROI achieved and $350,000 saved, representing an 85% reduction in costs compared to manual training methods.

Enhancing expertise and agility with Wizard AI solutions lifts quality, saves time

Our client encountered a persistent challenge: Development of training content was resource-intensive and too slow to keep pace with modern operational demands. Manual processes for intake, scoping, and curriculum design prolonged turnaround times, placing a burden on internal Learning and Development teams and leading to inconsistencies across global deliverables.

With volume surges of open enrollment approaching, the client required a solution to enhance scalability and operational efficiency. The primary objective was to accelerate the content development cycle while upholding rigorous instructional standards necessary to support complex healthcare requirements.

Success in action:
AI and automation do the heavy lifting

Once we identified the chief friction points, we implemented TTEC’s proprietary AI-enhanced solutions: the TTEC Curriculum Wizard and the TTEC Discovery Wizard. These advanced tools were engineered to automate the labor-intensive processes of curriculum planning and requirements-gathering, ensuring that learning solutions could dynamically adapt to real-time business shifts.

Success was rooted in building trust and driving user adoption. The tools were initially piloted in a controlled environment to validate their efficacy. Following a successful pilot, a comprehensive change management strategy was executed to deploy the solutions across multiple lines of business.

TTEC facilitated extensive walkthroughs and live demonstrations, illustrating how the Wizards optimized workflows and elevated the overall output of the instructional design teams.

Integrating AI tools with standardized training transforms contact center

Our client was hampered by manual, siloed processes that prolonged training development timelines for associates. Lack of standardization led to inconsistent messaging across teams and lines of business while inflating operational costs.

New functionality and frequent updates to the CRM system stressed everyone’s ability to keep up with changes. Associates needed not only to adopt new practices, but also to unlearn and abandon familiar motions they’d already mastered but that no longer met current needs.

Success in action:
Streamlining accelerates speed to proficiency

TTEC implemented a comprehensive suite of AI platforms to automate time-intensive training development tasks. Key solutions included:

Using AI-assisted drafting and editing solutions, our Learning Design team standardized workflows and training recommendations that previously were managed through individual emails, a less efficient practice prone to error and inconsistency.

The transition to an AI-enhanced model delivered significant, measurable performance improvements including a 41% reduction in training development time (from average of 61 hours to 36 hours per training release).

This productivity win accelerated speed-to-proficiency for both new hires and steady-state associates, those tenured employees who consistently performed at or above target.

Learning curriculum audits reveal new opportunities to uplift skills and drive sales

A stagnant training program created a hidden liability. Leadership knew they should evaluate their learning ecosystems, yet other priorities often got in the way.

Recognizing that a curriculum audit would reveal hidden strengths, critical weaknesses, and new opportunities, the company turned to TTEC’s Learning and Development experts to conduct a comprehensive assessment of training.

The end game was clear: Enhance skills, technical proficiency, and customer satisfaction to accelerate sales of healthcare plans across two important lines of business.

Success in action:
Audit opens door to up the ante on sales

TTEC designed and performed a rigorous curriculum audit engaging multiple stakeholders. We conducted a series of structured “reflection sessions” with the payer’s sales leadership, operations, and learning and delivery (L&D) teams to identify what was working, what required a fix, and insights that would guide continuous improvement. Cross-functional collaboration was key.

The redesigned curriculum focused on equipping healthcare advocates with the mindset and skills necessary to drive revenue and foster member loyalty. The new training prioritized critical areas such as consultative selling, handling complex customer objections, and proactive retention strategies.

This strategic change management initiative successfully modernized training across two critical lines of business: Individual and family plans (IFP) and Medicare sales.