Artificial Intelligence

Helping the Helpers: AI Tools for Frontline Resident Service

DateJuly 15, 2026, 2:00 PM ET

Duration60 mins

This workshop explores how governments are using AI to help frontline staff answer resident questions more accurately, navigate complex policies more efficiently, and provide better service across public contact centers. Rather than replacing workers, these tools are designed to help staff find information faster, reduce time spent searching across systems, and handle a wider range of resident inquiries with confidence. Drawing on examples, including the MassHealth Helper initiative in Massachusetts, participants will examine emerging approaches to AI-assisted resident service, lessons from implementation, and practical considerations for deploying these tools responsibly.

Learning Goals

By the end of this workshop, participants will be able to:

Understand how tools like MassHealth Helper can support contact center staff in delivering faster, more accurate service to residents.
Evaluate the opportunities and limitations of retrieval-augmented generation and similar tools in high-stakes public service contexts.
Identify key considerations for implementing new tools in contact centers responsibly, including trust, equity, and maintaining human support.

Speakers