DHS proposes using AI to field common questions, reduce payment errors
- Apr 22
- 1 min read
THE PROVIDENCE JOURNAL — DHS, which administers social safety net programs such as Medicaid and SNAP, sees the technology as a way to reduce call wait times and cut down on costly errors.
In an interview, Director Kimberly Merolla-Brito said that it wouldn't decrease the agency's staffing needs or lead to the elimination of any jobs.
"It's tools to support the workforce, not to reduce the workforce," she said.
However, the proposal is drawing pushback from union leaders and other skeptics who aren't convinced that AI would improve customer service or reduce mistakes.
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