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AI and machine learning are transforming customer service call centers, providing real-time feedback, predictive analytics and in-depth analysis to enhance the customer experience. IBM’s natural language understanding (NLU) software was used to create an AI-enabled system that is able to provide real answers to the questions that customers ask. This solution achieves an average of 90-95% sentence accuracy and is able to handle several sub-intents within the major groupings of eligibility, benefits, claims, authorization, and referrals.