Founded in 1945, Kaiser is recognized as one of America’s
leading healthcare providers and nonprofit health plans. Its
mission is to provide high-quality, affordable healthcare serv-
ices and to improve the health of 8.6 million members in nine
states and the District of Columbia. Medical teams are sup-
ported by industry-leading technology advances and tools for
health promotion, disease prevention, state-of-the art care
delivery, and chronic disease management.
self-help system or Web site. The company wanted to use its
agents more profitably and to reduce its operational dependence
on human talent for each and every customer interaction.