Case Study: Arizona Department of Economic Security improves benefits evaluation efficiency with MAQ Software’s AI-powered chatbot

Millions of Arizona Citizens Receive Benefits With the Help of an AI-powered Chatbot

MAQ Software worked with the Arizona Department of Economic Security (DES) to address challenges in training its Program Service Evaluators (PSEs). The PSEs struggled to efficiently find specific policy information using a manual keyword search and frequently had to consult senior staff, which was time-consuming for the entire team.

The solution implemented by MAQ Software was an AI-powered chatbot built using Microsoft Azure Cognitive Services. The bot provided conversational, natural language responses to PSE questions by crawling the policy manual, auto-generating a knowledge base, and refining its accuracy through user feedback. The chatbot achieved over 90% accuracy in its responses, significantly reducing search times and improving efficiency for over 1,800 PSEs, which in turn sped up benefit processing for millions of Arizona citizens.

Arizona Department of Economic Security