Custom Voice Agent
Trained on CoAction's program rules, eligibility thresholds, and document requirements so callers get accurate answers right away.
Case Study · CoAction
Helping more families keep their lights on, with AI-powered call taking support
CivicReach helped CoAction handle roughly 12,000 calls and support 18,000 energy assistance applications, cutting denial rates by 15% and freeing staff to focus on the people who needed them most.
- Reduction in application denials
- −15%
- Reduction in application denials
- Applications supported in one energy assistance season, more families than in previous years
- 18,000
- Applications supported in one energy assistance season, more families than in previous years
- Calls handled by the AI agent
- ~12,000
- Calls handled by the AI agent
The Challenge
Staff fielded hundreds of repetitive calls a day about eligibility, required documents, office locations, and application status. Applicants dropped out when they could not get timely answers, and denial rates rose because submissions arrived incomplete.
The Outcome
With routine questions handled by the AI agent, staff could focus on the cases that needed them most. They had time to follow up on missing documentation, catch issues before submission, and make sure every eligible family had a real shot at getting assistance.
- Greatly improved program outcomes. 18,000 program applications supported and a 15% drop in program denials. The CoAction team measures improved program outcomes as lives saved.
- Net cost savings. CoAction reduced its reliance on seasonal staff to answer the program's phone lines.
- Massive organizational efficiency. Multiple staff members were up-skilled and promoted to roles focused on program management, and CoAction's staff retention rate improved.
What CivicReach Built
Bilingual Deployment
Available in English and Spanish so CoAction can serve their full client population across 7 counties.
Accurate, Consistent Responses
Clients get the same reliable information about eligibility, documents, and next steps any time of day, in the language they need.
“The AI agent took care of everyday questions about applications, documents, and locations, and we could actually feel the difference. Our staff was honestly surprised at how quickly it worked, and clients were far less frustrated. It helped our team be there for people when they needed us most.”
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