Florida Prepaid Transforms Call Center with AI-Powered Agentforce Voice

Florida Prepaid has transformed its call center operations with Agentforce Voice, an AI-powered solution that now handles 75% of business-hours calls and 100% of after-hours calls. The system routes calls through Amazon Connect and uses Salesforce Knowledge articles to answer routine questions about enrollment, eligibility, and plan usage. For sensitive issues, the AI agent transfers callers to live representatives with an AI-generated summary for context.

The deployment began with a narrow scope, focusing only on public knowledge articles without accessing personal data. This cautious approach allowed Florida Prepaid to prove the technology's value before expanding its use. The organization's chief information technology officer, Ashley Falls, emphasized that the goal was to redesign the service model responsibly, using AI for routine questions while preserving human capacity for higher-value conversations.

Agentforce Voice has significantly improved efficiency, reducing the average handle time for AI-handled calls to approximately 1.6 minutes, compared to 10.9 minutes for human-handled calls. This shift has allowed representatives to focus on complex issues that require deeper attention. The technology has also enabled the redeployment of about 35% of representatives into proactive revenue-generating roles.

Looking ahead, Florida Prepaid plans to expand the use of Agentforce Voice for more personalized, authenticated experiences. The organization aims to maintain a high-touch experience while ensuring that customers receive the right level of support through the channels they already use.