Citizens seeking public sector benefits may experience frustration accessing accurate information and timely updates, especially during limited business hours. Deloitte’s Benefits Guide is designed to address these challenges with an intelligent, always-on customer-facing omnichannel agent that seamlessly engages users in real-time, guiding them step-by-step using a conversational agentic approach.

Using AWS Bedrock, the solution operates 24/7 to provide comprehensive customer support including answering questions, providing customer insights, updating information, and processing eligibility when possible. The platform offers real-time case updates, omnichannel communication capabilities, and automated document processing to help ensure citizens receive the support they need when they need it most.

Deloitte brings deep public sector experience to implement intelligent customer service solutions that improve access to critical assistance programs. Our approach helps reduce administrative burden on staff while enhancing citizen satisfaction through immediate, accurate responses and streamlined benefit application processes that operate continuously without business hour limitations.