Helping the Helpers: AI Tools for Frontline Resident Service

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 from multiple states, 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.