Driving Citizen-Centric Innovation: How the State of Utah’s Office of the Treasurer Modernized its Contact Center with GenAI
Executive Summary
The Utah Office of State Treasurer, known for its focus on delivering “government at the speed of business,” sought to improve how residents access information and services. In partnership with Quantiphi, the Utah Treasurer’s Office modernized its legacy contact center using a Generative AI-powered solution built on AWS. The transformation introduced an intelligent, conversational interface that streamlined citizen interactions, improved access to information, reduced operational overhead, and enabled a more responsive and scalable service model.
About the Client
The State of Utah Treasurer’s Office is responsible for the management and protection of public funds, including the Unclaimed Property Division, which works to reconnect Utah residents with lost or forgotten assets such as refunds, uncashed checks, or dormant accounts. As a high-visibility, constituent-facing function, the division is committed to delivering accessible and responsive public service.
Problem Statement
The Utah State Treasurer’s Office sought to modernize its legacy contact center to meet the growing demand for faster, more seamless citizen services. Existing systems were limited in their ability to scale, lacked intelligent self-service capabilities, and required significant manual effort to handle routine inquiries. To improve service delivery, the agency needed a cloud-based, AI-enabled solution that could enhance accessibility, reduce operational costs, introduce self-service capabilities, and lay the foundation for innovative features like intelligent virtual agents, GenAI–driven support, and real-time backend integration and provide a more efficient and responsive experience for residents.
Challenges
- High Volume of Routine Inquiries: Agency call centers and help desks were inundated with repetitive, basic questions, diverting human resources from addressing more complex citizen needs.
- Information Fragmentation: Critical information was scattered across hundreds of agency websites, making it difficult for residents to find answers to simple questions regarding benefits, licenses, or state regulations.
- Legacy Search Limitations: Traditional keyword-based search engines used by agents often failed to understand user intent, returning irrelevant results and leading to high abandonment rates.
- Manual Processes: Lack of automation required agents to handle basic requests manually, increasing response times and operational overhead.
- Lack of Scalable Self-Service: Existing systems did not support intelligent, AI-driven constituent self-service, limiting the ability to handle increasing demand efficiently.
Solution
Quantiphi partnered with the Utah Treasurer’s Office to modernize its contact center using Amazon Connect, complemented by a custom GenAI-powered IVA solution, QAIssist for SLG. The implementation focused on enhancing existing workflows while introducing intelligent automation:
- Cloud-Based Contact Center Modernization: Migration to Amazon Connect provided a scalable and reliable foundation, replicating existing IVR and call workflows with minimal disruption. This enhances service reliability and operational efficiency.
- Generative AI-Powered Virtual Assistant: QAIssist enabled a conversational interface for handling common citizen queries, reducing dependency on live agents.
- Intelligent Automation & Escalation: The solution supported identity verification, automated query handling, and seamless escalation to agents with full context.
- Foundation for Future Innovation: The architecture enabled expansion into advanced automation, real-time integrations, and enhanced digital services.
- Contact Center Intelligence: Leveraged Amazon Connect to transcribe, perform post-call/chat analysis, sentiment analysis, sensitive data redaction, AI summarization, keyword detection & key highlights and supervisor barge-in capabilities.
- Automated Agent Performance Scoring: Configurable digital forms for automated agent scoring, capturing soft skills and performance metrics.
- Amazon Connect Agent Assistant: Assist capabilities to provide real-time suggestions and knowledge base retrieval during live interactions within the Agent Workspace.
- Contact center Reporting: Replication of critical CallMiner KPIs, email statistics, and standardizing quality assessment using a visible sentiment scale.
- Fraud & Spam Protection: Caller ID fraud detection with case management workflows, combined with SES-based bulk spam and domain blocking to protect the contact center.
Results and Business Impact Created
- Cost Optimization: Immediate 20% reduction in agent call volume upon launch. Projected annual savings expected to be considerable in the first year.
- Improved Accessibility: A more reliable, flexible contact center for smoother constituent engagement.
- AI-Powered Self-Service: An agentic AI chatbot that verifies identity, answers common questions, and escalates seamlessly to live agents with context.
- Future-Ready Architecture: A scalable AWS foundation enabling advanced automation and long-term service innovation.
As a key Partner Innovation Alliance member of the Gen AI Innovation Center (GenAIIC), Quantiphi brings deep expertise and innovation to this transformation leveraging the latest in AI and AWS technologies to drive meaningful outcomes. Our solution enables the Utah Treasurer’s Office to improve constituent services while reducing operational overhead continuously. With AI-powered automation, the agency can achieve faster response times, drive smarter service delivery, and long-term cost efficiency.
AWS Services Used
Amazon Connect
Amazon Bedrock
Amazon Lex
AWS Secrets Manager
AWS IAM
Amazon CloudWatch
Amazon API Gateway
Amazon VPC
Amazon OpenSearch
Amazon S3
Amazon DynamoDB
AWS Lambda