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Advanced government contact center solutions

With AI at the core, we advise, implement, and operate for measurable results.

Personalized solutions for contact center efficiency

Artificial intelligence (AI) is transforming government contact centers, enabling faster, more personalized experiences. We put AI at the core—leveraging automation and intelligent insights to understand user needs and deliver secure, seamless solutions. By automating routing tasks, empowering agents with real-time recommendations, and personalizing each interaction, we help government contact centers move beyond traditional models to achieve measurable impact and improve service.

  • TrueServe for Government

    Leveraging our deep experience, innovative approach, AI capabilities, and strategic alliances, we developed TrueServe for Government—a fast, flexible solution for contact center transformation. This solution accelerates value delivery with pre-built tools to enable conversational AI self-service, multichannel experiences, intelligent routing, guided agent workflows, agent assistance, interaction summaries, customer insights, and analytics.

    Explore TrueServe for commercial clients

What we do

With our deep public-sector experience, tech-first approach, and strong understanding of client needs, we help leaders drive meaningful progress and modernize their public interactions for the people they serve.

Customized Generative AI (GenAI) solutions

We bring deep industry-leading AI knowledge and proven, customizable solutions to address the unique needs, technologies, and objectives of every contact center client.

Updates back-end account information and automates payment processes based on agent/customer conversation.

Automate responses to customer queries, supporting staff by reducing the workload of human agents and allowing customers to receive quick, accurate responses.

Prompt customers to complete missing information on required forms and applications.

Inform contact centers on when to follow up on prior customer interactions using real-time analytics and contact center AI.

Support agents in real time with suggested knowledge articles and policy information based on conversations.

Monitor agent productivity based on defined parameters.

Create streaming data to provide near real-term insights, dashboards, and AI-based modes.

Analyze data, including recordings, to derive insights and generate daily report summaries from multiple data sources using automated dashboards.

Create post-interaction summaries without having to examine full transcripts or monitor calls.

  • Covered California modernization

    Covered California, the largest state-based Affordable Care Act marketplace, worked with Deloitte to modernize its CalHEERS platform by migrating from an on-premise system to open-source, cloud-based technologies on AWS. This improved agility and performance for millions of users, enabling the state and Department of Health Care Services (DHCS) to save millions of dollars and reinvest in enhanced system performance and consumer experience.

Enabling world-class contact centers nationwide

Our industry-leading experience drives the success of world-class contact centers for Federal, State, and Higher Education clients. We deliver innovation and impact every step of the way, enabling you to provide high-quality service to the people you serve.