Artificial intelligence (AI) has become a powerful tool transforming industries around the world, and perhaps nowhere is its potential greater than in the realm of health and human services (HHS). AI offers innovative solutions to common challenges facing HHS agencies today, including growing demands and shrinking resources. AI-powered options such as interactive virtual agents can help increase capacity to meet those challenges and improve the delivery of safety-net services. As with any transformative technology, however, AI’s integration into the HHS sector must be done thoughtfully and ethically. Let’s explore the wide-ranging applications of AI as well as the ethical concerns they raise. Enhancing Efficiency Through Automation No longer a futuristic technology, AI is now a practical tool that directly benefits HHS professionals and enhances their ability to serve the community. By integrating AI applications strategically, public service professionals can reduce workloads, refine decision-making, and enrich client engagement. From automating administrative tasks to providing real-time support during client interactions, AI can create new efficiencies that accomplish many tasks faster and with fewer errors, freeing up staff to focus on more impactful, human-centered work. Examples of AI helpers include:
- Interactive virtual agents (IVAs), sophisticated virtual assistants that deliver personalized, omnichannel support. They can handle complex customer queries, understand the context, and make recommendations in real time. IVAs can engage in human-like conversations, allowing agencies to serve high volumes of customers while maintaining a personalized tone. They also can deliver efficient support to customers across various communication platforms at any time – particularly helpful for clients unable to call during typical working hours.
- AI agents, advanced systems that leverage machine learning and natural language processing (NLP) to autonomously handle complex issues. By learning from every interaction, AI agents continuously improve their performance over time. They are designed to collect and analyze data, independently decide on a course of action that will help them achieve their predetermined goals, then carry out those actions, all without the need for human intervention.
- Optical character recognition (OCR), which converts images of text into data that can be read by machines. For example, if a customer uploads required documentation such as income verification, OCR transcribes the information so it can be integrated into the client’s account and then processed. AI takes traditional OCR a step beyond basic text extraction, streamlining the document management process and allowing for faster, more accurate data processing.
By leveraging machine learning, data analytics, and automation, AI tools can help agencies optimize workflows, predict client needs, and personalize service delivery. For example, AI can assist in managing backlogs of case applications and reduce the time it takes to process eligibility determinations. Additionally, AI can enhance communication and collaboration across programs, helping agencies adopt a No Wrong Door approach in which clients can access all available services through a single point of entry. AI also can significantly improve HHS operations in the key area of case management. In a typical eligibility process, for example, AI tools can verify documents, process renewals, update data when clients’ circumstances change, and send reminders to clients about missing information. These time-consuming tasks can eat up valuable human resources, but through AI, the work can be completed more quickly without sacrificing accuracy. One notable benefit of AI is its ability to predict client needs by analyzing patterns in large datasets. For instance, AI can predict fluctuations in demand for specific services, allowing agency leaders to better allocate resources and anticipate future needs. This predictive capability helps agencies stay one step ahead in providing services. AI also offers data-driven insights that can inform how caseworkers prioritize their efforts. For example, AI can identify patterns in data that might otherwise go unnoticed, such as emerging health trends that will be particularly impactful to certain regions or populations. By augmenting human decision-making, AI can help caseworkers make informed choices that lead to better outcomes for clients. Improving Client Engagement and Service Delivery Beyond internal operations, AI can enhance client engagement and service delivery in powerful ways. One of the most promising applications is in the development of IVAs that offer round-the-clock, self-service support. These AI-driven systems engage in natural language interactions as they help clients with basic tasks such as eligibility verification inquiries, application updates, and password resets. By automating these routine interactions, AI frees up human workers to focus on more complex and nuanced tasks, reducing wait times for consumers and improving the overall client experience. AI can also help agencies customize their interactions with clients. By analyzing historical data, AI can identify an individual’s unique needs and preferences, tailoring services accordingly. For instance, a family seeking child care could be matched with providers based on their program type, location, ages served, and rates (with and without subsidies). This personalized approach can help clients access the right services faster and more efficiently, while improving the quality of assistance they receive. The potential applications of artificial intelligence are extensive. In April 2024, the U.S. Department of Health and Human Services released its Plan for Promoting Responsible Use of Artificial Intelligence. It highlights key functions typically performed by HHS agencies that AI could significantly enhance, including:
- Identifying and reaching potential benefit recipients, such as those in underserved populations
- Updating information following life changes, such as marriage, job loss, or the birth of a child
- Determining eligibility, including preliminary or final decisions
- Verifying information submitted by clients
- Calculating eligible benefit types or amounts
- Identifying providers who accept particular subsidies
- Assisting with appeals management
- Processing benefit renewals
- Monitoring programs for waste, fraud, and abuse
- Engaging directly with recipients to offer support or gather feedback
Ethical Considerations and Responsible AI Use While the potential benefits of AI in HHS are vast, it is crucial to address the ethical challenges that come with its integration. In his farewell address to the nation in January, President Biden called artificial intelligence “the most consequential technology of our time, perhaps of all time,” but added, “Unless safeguards are in place, AI could spawn new threats…. We must make sure AI is safe and trustworthy.” Data privacy is one of the most pressing concerns regarding artificial intelligence. HHS organizations have a legal and ethical responsibility to safeguard sensitive client information. AI systems process enormous volumes of data, making it essential to guard against breaches and misuse. HHS agencies must ensure that AI systems comply with all privacy laws, such as HIPAA, and that they maintain the confidentiality of personal information. At Vimo, security is our top priority: your data remains within your agency’s infrastructure, protected by robust security protocols and accessible only under strict, controlled conditions. AI systems also must be developed in a way that minimizes bias. AI algorithms can unintentionally perpetuate existing societal biases, such as those related to race, gender, or socioeconomic status. These biases – which may occur if datasets used to train AI models are not sufficiently diverse – can lead to unequal access to services or unfair decision-making. To mitigate these risks, AI must be carefully designed to ensure fairness, transparency, and accountability. Agencies have a duty to evaluate the performance of AI systems to ensure they do not inadvertently harm vulnerable populations. For instance, in the critical process of determining eligibility for government benefits, human oversight is crucial. Depending on applicable state laws, AI tools might be used to make recommendations on eligibility, which human caseworkers would then consider before making the final decision. As leaders in AI security, Vimo prioritizes the development of secure, reliable, and equitable AI systems. Our approach ensures transparency through traceability, providing a clear understanding of the data driving AI decisions. We are committed to eliminating bias, ensuring our solutions are equitable and free from discrimination based on race, gender, ethnicity, sexual orientation, age, disability, or religion. We believe artificial intelligence should be used as a support tool, not a replacement for human decision-making. AI can augment human expertise, but it should never replace the empathy and judgment that HHS professionals bring to their work. By embracing AI in a way that enriches human capabilities, agencies can set a new standard for service delivery, ensuring that clients receive the timely, individualized care they need while maintaining the compassion and human touch that is so essential to effective service.
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