SCI Shared Resources is North America's leading provider of funeral, cremation and cemetery services. Its nearly 25,000 associates are driven by the guiding purpose to compassionately support families during their most difficult times, celebrate the significance of life, and preserve memories that transcend generations.
"It's really important to us that our associates treat families with empathy when they call in to us. We don't use call scripts because they can come off as disingenuous in our line of work," said Cass Benson, call experience manager at SCI Shared Resources. "Invoca's AI helps us track that our agents are speaking empathetically to our callers, even though we don't have a set script."
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