When AI meets organizations: GenAI-Powered Case Management
See how integrating Generative AI (GenAI) into case management systems enables organizations to significantly increase the quality of their services, improve operational efficiency, and reduce the risk of fraud.
The challenge
In social services, humans play a critical role in providing services to those seeking support; in-person interactions at these key stages of a client journey are key to building relationships and building trust with those seeking support. However, the back-end administration of many of these services is burdensome, analogue and therefore well positioned for digital automation through tools such AI and Robotic Process Automation (RPA).
Service providers are facing funding constraints, high demand for services, and an increased focus on quickly reaching outcomes of high quality. Thoughtful and targeted integration of technology can help meaningfully increase caseworker capacity and overall service quality.
GenAI can automate the collection and analysis of case data, identify patterns and anomalies that may indicate fraudulent activity, and provide intelligent recommendations to case managers. By streamlining manual processes and enhancing decision-making with data-driven insights, GenAI helps teams resolve cases faster and with greater accuracy. This leads to more consistent service delivery, better resource allocation, and improved outcomes for both the organization and its clients, while also strengthening safeguards against potential fraud across various industries.
How Deloitte’s GenAI-Powered Case Management solution can solve the challenge
Deloitte’s GenAI-Powered Case Management solution directly addresses the challenges of manual processes, fragmented data, and delayed insights by leveraging advanced generative AI to automate case intake, triage, and resolution workflows. The solution seamlessly integrates with existing systems to unify data sources, enabling real-time analysis and proactive identification of risks or anomalies. By automating routine tasks and surfacing actionable insights, Deloitte’s GenAI solution empowers organizations to improve service quality, accelerate decision-making, and reduce the risk of errors or fraud—ultimately enabling leaders to focus on strategic initiatives and deliver greater value to stakeholders.
The human & social services value chain
Social service organizations offer a range of support to vulnerable individuals and families in need, including financial assistance, housing and healthcare, as well as childcare, mental health and employment services. They provide the critical infrastructure for our social safety net and creating the conditions for greater social inclusion, equity and prosperity in our communities.
The human & social services value chain is a framework provides an illustrative view of the end-to-end delivery of human & social services from a client lens. It highlights key program elements including intake, eligibility and benefits administration through to ongoing case management and referrals into broader social and employment related supports.
GenAI use cases through the human and human & social services value chain
Through the value chain, highlighted below are select use cases where GenAI can drive efficiencies, service experience and better outcomes.
We are a trusted advisor in GenAI-powered case management, uniquely combining deep industry expertise, a proven history of driving digital transformation, and world-class capabilities in advanced analytics and artificial intelligence. Our leadership in AI is built on years of hands-on experience, innovation, and a relentless focus on delivering measurable impact.
What truly sets us apart is our multidisciplinary team—bringing together top technologists, industry veterans, and change management specialists. We offer a holistic, end-to-end approach that covers every stage, from strategy and design to seamless implementation and ongoing support. This ensures that every solution is precisely tailored to your organization’s specific needs, challenges, and regulatory landscape. Our extensive experience with complex, high-volume case management environments means we understand the realities of integrating GenAI into mission-critical systems. We deliver scalable, secure, and compliant AI solutions that not only fit seamlessly with your existing infrastructure but also anticipate future needs. Above all, our approach goes beyond technology.
We recognize that successful AI adoption hinges on understanding both the technical and human sides of service delivery. By combining cutting-edge innovation with a deep commitment to ethical AI and data privacy, we empower organizations to boost efficiency, raise service quality, and deliver exceptional outcomes for those they serve. Explore our stories of impact to discover more.
Integrating GenAI into case management systems represents a pivotal opportunity for organizations to address the pressing challenges facing human and social services today. By automating administrative tasks, enhancing decision-making, and enabling caseworkers to focus on meaningful client interactions, GenAI not only improves operational efficiency but also elevates the quality and consistency of service delivery. As demand for services grows and resources become increasingly constrained, embracing innovative solutions like GenAI is essential to support both frontline staff and the communities they serve.
Let’s continue this important conversation together. Connect with us to explore how we can work with you to harness the power of GenAI, empower your teams, and create lasting impact for those who rely on your services. We’re here to help—let’s talk about how we can support your organization’s mission and drive real change, together.
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Nihar Dalmia
Alia Kamlani
