Government Human Services agencies are tasked with a huge responsibility: ensuring the health and welfare of children and families. It is quite often that these agencies shoulder this monumental responsibility with a dearth of resources, overworked staff, and strained caseloads. With a growing population of clients, these agencies need help managing communications with clients, families, and providers. DiRAD helps social services agencies across the USA quickly and efficiently communicate with their clientele, using technology and innovations that dramatically reduce costs and improve customer satisfaction.
Contact Center Automation
The Customer Experience encompasses the whole of the customer journey through your agency. DiRAD’s contact center solutions ensure that journey stays positive throughout. In an environment where missed communications could have tragic results, DiRAD provides solutions that allow customers to interact with your staff via voice, email and text messages.
Interactive Voice Response
DiRAD’s IVR for Social Services focuses on inbound and outbound solutions that provide timely information and status messages to your clientele.
Example Applications Include:
- Automated SNAP information
- Housing Authority status applications
- Adoption Subsidy Payment status solutions
- Outbound reminders
- Employee Notification Systems
Virtual Customer Assistants
In order to control costs while providing 24×7 services, social services agencies can take advantage of Virtual Assistants, aka Chatbots, which leverage Artificial Intelligence to interact with your clients. DiRAD’s solutions using IBM Watson and Google AI provide automated customer services that offer natural language interactions. Features Include:
- Fully customized for your agency
- Data integration
- Multiple languages and translation on-the-fly
- Constantly updated and tuned
- Web Dashboard for reports and administration
- Live transfer support
Human Services Client Projects
Atlanta Housing
To address the call volume and customer service issues, AH contracted with DiRAD to provide a next-generation IVR to provide 24×7 automated customer services.
View DetailsVolusia County Division of Corrections
To handle the thousands of calls per week by often frantic callers trying to find the status of an inmate, this busy Florida jail contracted DiRAD to design an Interactive Voice Response (IVR) solution.
View DetailsSouth Carolina Dept Social Services
DiRAD designed a multilingual, speech-enabled IVR that handles all calls to the agency and automates inquiries for case status and benefits information.
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