Benefits Eve
The night before benefits land, answer tomorrow's question and rehearse the answer.
The job
Forecasts each payment cycle's top beneficiary questions from last cycle's mix and this cycle's rule changes. Loads the approved answer everywhere and tests it on the AI agent before payday, gets hardship callers to a social worker within a day, and prices contacts avoided.
The moment
At 22:00 on the night before payday, the forecast says 38% of tomorrow's contacts (somewhere between 31 and 44%) will be about payments that dropped after a household income update.
A test run asks the AI agent, in a customer's own words, "why is my payment less this month?" The first answer is wrong, and the tile turns red.
The owner of the help article fixes it, and the re-run turns green at 22:40.
On payday the hotline's peak is half of last month's, and 212 callers in hardship have a callback logged before sunset. The next morning's card shows 41,000 contacts avoided, worth about $1.2 million.
What it does
- Approve and publish explainers
- Send proactive cohort message
- Run pre-flight rehearsal
- Flag overdue hardship callback
- Log cycle verdict
What you see
Night-before countdown card with a live pre-flight rehearsal, a payday war-room card and a morning-after verdict with money
What it moves
Payday contacts per 1,000 beneficiaries, the dollar value of contacts avoided, and the share of hardship callers called back within 24 hours.
Built for
- Citizens & customers
- Contact-centre operations
- Marketing, brand & comms
- Finance
