The execution of this new telephone system, which the Immigration Agency (USCIS) began to implement, will personalize the experience of those who call their contact center by offering the ability to:
- Talk to the system instead of selecting keyboard options.
- Receive links to forms and information from emails or texts; and
- Provide feedback in real time through an optional survey.
It is important to highlight, the new system will be implemented in phases and not all callers will interact immediately. Once in operation, the system will increase the efficiency of the USCIS Contact Center and improve the customer experience by allowing callers to have greater self-service; it will also reduce the waiting time on a call, as you do not have to repeat what you said, due to your accent, dialect or some background noise