Benefits Eve
The night before benefits land, answer tomorrow's question and rehearse the answer.
The job
Each payment cycle, forecast the top beneficiary questions from last cycle's mix and this cycle's rule changes, load the approved explanation everywhere and rehearse it on the AI agent before payday, get hardship callers to a social worker within a day, and price the contacts avoided.
The moment
22:00 on payday eve. The forecast reads Amount dropped after the household income update: 38% of tomorrow's contacts (band 31 to 44). The pre-flight 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 goes red; the KB owner fixes the article and the re-run turns green at 22:40. On payday the hotline peak is half of last month's, 212 hardship callers have a callback logged before sunset, and the morning card reads contacts avoided: 41,000, about $1.2M; automate next cycle?.
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, contacts avoided in dollars, and share of hardship callbacks within 24 hours
Built for
- Citizens & customers
- Contact-centre operations
- Marketing, brand & comms
- Finance
