Gen AI Enhances Unemployment Claims Adjudication

Challenge:

A state agency was experiencing significant delays and backlogs in processing unemployment claims due to incomplete or missing claimant and employer information. The manual effort required to follow up and verify details placed a heavy burden on staff and slowed adjudication timelines.

Objective / Need:

Reduce manual effort spent on collecting missing claim information
Improve completeness and accuracy of claimant and employer responses
Accelerate readiness of claims for adjudication
Provide structured case summaries to support faster decision-making

Solution:

Partnering with Google Cloud, Novatio developed and deployed a Generative AI solution powered by a pre-trained language model. This AI agent interactively engages with claimants to gather missing details and ask clarifying questions relevant to their unemployment claim. Once sufficient information is collected from the claimant, the system routes additional required questions to the employer. If necessary, it further probes based on the employer’s response.

The AI system then compiles a structured and comprehensive information package, delivering it to the adjudicator to support a faster, fairer, and more accurate review process.

Outcomes:

Significantly improved completeness and accuracy of collected data
Reduced manual communication workload for agency staff
Accelerated claims readiness for adjudication, helping reduce backlogs
Delivered well-structured, context-rich case files for efficient review.

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Gen AI Enhances Unemployment Claims Adjudication

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Outcomes:

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