General Dynamics Information Technology (GDIT) modernized its Medicare customer support by integrating Verint’s AI-powered engagement solutions. Serving 60M beneficiaries, GDIT uses tools like Verint Intelligent Virtual Assistant, Speech Analytics, and Workforce Management to automate processes, surface insights, and improve service quality. Results include handling 40,000+ daily interactions efficiently, reducing staffing needs by 30%, cutting average handle time by 20 seconds, and lowering abandonment and repeat calls. By combining human agents with AI in a “One Workforce” model, GDIT increased capacity, agility, and accuracy while enhancing customer satisfaction.

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