State department maintains critical services with ILINX.
Strategic Initiative
A rural state’s Division of Public Assistance provides supportive services to residents in need. A critical step in confirming eligibility for the program requires client attestation at the end of a recorded phone call. Manually processing this activity would have caused a massive backlog averaging 280 cases per week, potentially delaying crucial citizen benefits like Medicaid and SNAP.
Solution Plan
The division partnered with ImageSource to implement ILINX Cognitive Services, which automates and streamlines the client attestation process. The AI-powered solution integrates with the division’s Genesys call center software to record the call, recognize key words, trim the recording, save the audio file for compliant storage, and transcribe the conversation for future verification.
Investment Return
Since implementing the new process, the Division of Public Assistance quickly reallocated four full-time employees to other positions. The ILINX solution has increased the speed of call capture, transcription, and information retrieval, saving time and money and ensuring a less frustrating, more helpful experience for constituents in need.
