Agent business intelligence in public health sectors

Public sector organizations are at an inflection point, where the combination of domain-specific data and agent business intelligence produces measurable, life-changing results for the people they serve – results that legacy workflows cannot achieve at scale.

California Covered, the largest US government-based health insurance marketplace serving more than 16 million registered citizens, has emerged as a national example of what AI-driven public sector transformation can look like, according to Shilpa Akunuri (pictured, right), chief technology officer at Covered California. At the heart of that change is a drive to remove friction from the programs millions of Californians rely on. That work is done in collaboration with Deloitte Consulting LLP and Google LLC, which uses tools such as the Google Document AI platform to guide the validity and verification of registrations.

“The problem is how do we eliminate the conflict in our eligibility and enrollment verification platform,” Akunuri said. “Before we implemented, in partnership with Deloitte and Google, Google Doc AI … it would take anywhere up to 72 hours for a consumer to know whether or not they sent the right type of documents. With the use of Doc AI, we’ve reduced that time to almost real time – less than five seconds.”

Akunuri and Vishal Prabhu (left), managing director at Deloitte, spoke with CUBE’s John Furrier and his Google Cloud Next partner Alison Kosik, during a special broadcast on CUBE, SiliconANGLE Media’s live streaming studio. They discussed the agent’s business intelligence, intelligent document processing, efficiency and security posture that supports Covered California’s AI revolution. (* Disclosure below.)

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The real-world statistics behind Covered California’s AI deployment are significant. One in three Californians use its enrollment and eligibility platform, which processes more than 50,000 documents a month across 80-plus document types, Akunuri noted. The results of automation have been equally impressive – a 54% automation rate translates into an estimated 24,000 hours of annual savings in service center operations, freeing up staff to focus on high-value customer support.

“Our staff have been putting in a lot of boring hours – no one wakes up on Monday thinking I’m going to edit tons of documents today,” Akunuri said. “Not only does it save an hour of manual labor, but now they can focus on high-quality customer support and provide that operational efficiency to the next level.”

For Deloitte, the Covered California partnership represents a broader model for the deployment of agent business intelligence across government services. The collaborative approach, built on a scalable solution developed with Google, has since been used in programs such as Maryland’s child care subsidy and Nevada’s time sheet verification, compressing the time from start-up to live from months to weeks, Prabhu explained.

“By embedding AI in systems, we are not only making systems faster, but also making the customer journey more intuitive,” Prabhu said. “While we hear that AI may replace the human touch, what I would submit to you is: Isn’t AI the key to taking it back? Technology is doing the hard work and people can focus on people.”

Here’s the full video interview, part of SiliconANGLE and CUBE’s Google Cloud Next:

(*Disclosure: Deloitte sponsored this part of CUBE. Neither Deloitte nor other sponsors have editorial control over the content on CUBE or SiliconANGLE.)

Photo: SiliconANGLE