Release 2Release 2 Customer Experience Strategy · July 2026
Empathy meets innovation.
CXS is how Reliance Matrix is investing in people, process, and technology to make benefit and absence experiences simpler, faster, and more human.
Three areas of progress
01First Touch Resolution02AI Claim Summarization03Customer Experience PlatformRelease 2 · What to know
A practical step forward.
Release 2 makes the innovation roadmap tangible—with changes already active today and foundational work shaping what comes next.
01 / RELEASE DETAIL
First Touch Resolution
A dedicated Customer Care Resolution layer now sits between intake and examiners for all clients—helping reduce handoffs and create capacity for complex needs.
40% first-touch resolution, Jan–Apr 2026
~10,000 fewer examiner transfers per month
Senior consultants expanded from 15 to 60
First Touch Resolution
More answers. Fewer handoffs.
Since January 2026, the focus has shifted from routing inquiries to resolving more needs at the first point of contact.
40%First-touch resolutionJanuary–April 2026
~10KFewer examiner transfersPer month
217,348total calls received
101,426 claim intake calls115,922 Customer Care calls
Hiring & role design
Senior CCR expansion and a dedicated consultant layer.
Training & enablement
A 12-module program building multi-product expertise.
Process improvements
Intelligent routing designed to reduce handoffs.
Technology enablement
IVR, summaries, and AI-assisted guidance.
CLAIM SUMMARY
Dana Smith
Leave dates
Jun 2–Jun 6
Last day worked
Apr 3, 2025
Expected return
Jun 8, 2025
Latest action
Documents received
Claim type
Leave of absence
Next step
Review underway
Claim Summarization
The right context, right away.
A clearer, real-time snapshot helps employees, employers, and service teams understand where an employee is in their leave journey.
- Significant dates and actions in one view
- Likely questions surfaced for Claims Care
- More consistent, informed conversations
Customer Experience Platform
Every interaction becomes an insight.
cXp connects interactions, context, and action so teams can anticipate needs, resolve issues sooner, and improve the journey—not just report on it.
PEOPLE & CHANNELS
EmployeesEmployersBrokersWebPhoneChat
INTELLIGENCE LAYER
Natural language processing
Intent & sentiment analysis
Journey-stage mapping
Root-cause detection
INSIGHTS & ACTIONS
Top inquiry reporting
Repeat-contact flags
Journey-friction mapping
Proactive communications
Agentic self-service
Humanistic conversation enriched by claim data for common requests.
Analytics engine
Seven months of emails, voicemails, and calls informing what to improve next.
What to say
Ready for the conversation.
Use these concise messages to connect each release update to clear customer value.
A broker asks: How are you using AI in claims?
A broker asks: What is cXp meant to do?
Customer questions
Field-ready responses.
Straightforward language for the questions brokers and customers are most likely to ask.
CXS RELEASE 2 RESOURCE