AI-powered search revolutionizes child support case management in Texas: The Texas Office of the Attorney General (OAG) has developed an innovative AI-driven search tool to streamline research processes for child support field case workers, significantly reducing time spent on policy and legal research.
The challenge and solution: Child support field case workers faced a major pain point in time-consuming research, prompting the OAG to develop a single knowledge base and robust AI search tool for the Child Support Division.
- The project aimed to create a search engine that would return accurate answers or a clear “no answer” response.
- Built on the Microsoft Azure Cosmos DB platform, the system incorporates nonconfidential documents and data within a secure “ring fence solution.”
- The process included creating a comprehensive glossary of acronyms, enabling saved searches and citations, and ensuring mobile-friendly access.
Key features and safeguards: The AI-powered search tool prioritizes data security and accuracy while leveraging advanced technologies to enhance efficiency.
- The OAG maintains full ownership and control of all data, preventing unauthorized access or manipulation.
- The system uses retrieval augmented generation (RAG) for ease of implementation, with source data remaining securely within OAG systems.
- Azure logging services are employed for system monitoring and management.
- The tool is designed to prevent “hallucination” or incorrect responses, even when faced with repetitive or nonsensical queries.
Initial results and potential impact: Early adoption of the search tool has demonstrated significant time savings and productivity improvements for child support case workers.
- Approximately 40 employees have reported saving about one hour per week using the new search tool.
- With over 2,200 employees in the Child Support Division, the potential time savings could translate to thousands of hours annually.
- The tool allows case workers to dedicate more time to direct casework and serving Texas constituents.
Scale and complexity of child support operations: The AI-powered search tool addresses the challenges posed by the vast scope of child support cases in Texas.
- The child support system manages nearly 15 million members and 1.5 million active cases at any given time.
- Annual payment distributions exceed $4.5 billion.
- Cases can span from birth to 18 years and beyond, with some lasting over 40 years due to ongoing obligations.
Considerations for implementing augmented search: The OAG team shared key factors to consider when developing similar AI-powered search solutions.
- Identify necessary documentation and ensure quality control.
- Define and model data appropriately.
- Establish clear data policies.
- Utilize analytics to understand system usage.
- Determine the frequency of documentation updates.
Broader implications and future potential: The success of this AI-powered search tool opens up new possibilities for innovation and efficiency in government operations.
- The project serves as a catalyst for imagining further applications of AI and data-driven solutions.
- It highlights the critical importance of data quality, including tagging, classification, cleansing, and accuracy in modernization efforts.
- The tool’s success demonstrates the potential for replication in other agencies, showcasing the “art of the possible” in government technology innovation.
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