The AI Solution: Smarter Tools for Public Call Centers

This workshop examines how governments are modernizing call center operations through AI-enabled support. Using the Massachusetts Health Connector as a case study, participants will examine how public agencies can apply these tools to reduce friction, improve responsiveness, and better equip staff to handle complex resident needs. The session explores both the promise and the limits of these tools, with a focus on improving performance while maintaining trust, access, and human support.