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 IVR solutions
- Outbound reminders
- Employee Notification Systems
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
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Case Studies for Social Services
The largest public housing agency in Georgia, and one of the largest in the nation, Atlanta Housing (AH) has been at the forefront of providing affordable housing for many low-income families in the city of Atlanta, serving more than 50,000 people. AH offers several different housing assistance programs that are in high demand — applicants…
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. Hosted in DiRAD’s cloud with no hardware or software at the customer location, the system is in constant contact with the…
With over 5,000 employees and tens of thousands of children and families in the care of New York City Administration for Children’s Services, the agency is mandated to answer calls from providers, clients, parents, and family members. Handling this call traffic while trying to provide excellent customer service puts an enormous strain on the agency…