Automated Assistants

About the Program

Category: Human Services (Best in Category)

Year: 2023

Automated Assistants are a creative use of technology to help bridge the gap between increased workload and limited staff available while still providing quality customer service. An innovated way to enhance and simplify the customer experience, increase overall satisfaction and offer increased options for self-service. In a collaborative partnership, San Bernardino County Transitional Assistance Department (TAD) with California Statewide Automated Welfare System (CalSAWS) developed the Automated Assistants which use customer responses to system prompts, allowing the customer to verify their identity, provide them with case specific information and prompt them with potential self-service options based on the reason for the call.