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Transforming Case Management with AI

Public sector

Case management plays a crucial role in the efficient functioning of the public sector, ensuring that tasks are handled promptly, accurately, and in compliance with regulations. With the introduction of artificial intelligence (AI), there is an opportunity to revolutionize traditional case management practices and unlock new levels of efficiency and effectiveness.

Traditional Case Management Challenges

Traditionally, case management in the public sector is characterized by manual processes that are time-consuming and prone to errors. Case handlers often find themselves manually searching for comparable cases, reading through lengthy documents, and drafting emails and case summaries. Ensuring compliance with regulations requires meticulous manual checks and reviews, further adding to the workload of case handlers. Let’s have a look at some examples:

Case handlers manually search through archives of past cases to find relevant precedents. Even after multiple hours of searching, they often question if they found the most optimal reference case.
Spending hours reading through lengthy documents to extract the most relevant information. With the added pressure of SLAs that have the tendency to become shorter and shorter, they often scan through these documents. This leads to the risk of missing important information that is “written in small print” or “between the lines”.
Writing emails and case summaries from scratch for each new case.
Conducting manual checks to ensure compliance with regulatory requirements.

AI for Case Management

AI technologies offer solutions to the challenges faced by traditional case management practices. By harnessing the power of AI, organizations can streamline workflows, reduce manual effort, and enhance the overall efficiency of case management processes. Let’s have a look at some concrete steps you can take with AI:

AI can search for similar cases with the same characteristics, saving time and effort for case handlers. Moreover, the AI will identify relevant cases without the user needing to open it. So no longer scrolling and searching through your case archives. Saving not only hours of work but also protecting end-users from this boring work.
Documents can be summarized easily by AI, extracting important information from lengthy documents, providing case handlers with concise summaries to work with.
When the user has questions after reading the summary, Large Language Models allow to simply ask in natural language about the case or the document. Saving a lot of time and again improving handling speed and reducing dull work.
Automated email generation tools create emails based on predefined templates and case context, reducing the need for manual drafting. This is not new, because the use of templates for output management has already existed for a long time. But AI can also assist the user in writing emails where no template is available or alter the tone of voice on request of the user. (we will write more about the impact of AI on document creation and templating in a future blog)
AI-driven compliance checks flag potential issues and provides recommendations for resolution, ensuring that cases are handled in accordance with regulations.

Implementing AI Solutions

While the benefits of AI in case management are significant, organizations must consider several factors when implementing AI-powered solutions. These include ensuring data privacy, addressing algorithm bias, and providing adequate training for case handlers to use AI tools effectively and in line with corporate policy.

Conclusion

The integration of AI into case management systems represents a transformative opportunity for the public sector. By leveraging AI technologies, organizations can overcome traditional challenges, streamline workflows, and enhance the quality of service–delivery. Embracing AI is not just about modernizing case management; it’s about empowering case handlers to work more efficiently and effectively, ultimately leading to better outcomes for citizens.