Conduent Incorporated, a leading global provider of technology-driven business solutions and services, is advancing its digital transformation strategy by integrating generative AI (GenAI) and other advanced AI technologies into its government-focused offerings. The goal is to strengthen fraud prevention, improve benefit distribution efficiency, and deliver a more seamless experience for citizens across programs such as Medicaid and the Supplemental Nutrition Assistance Program (SNAP).
The company recently completed a successful GenAI pilot in collaboration with Microsoft. Initially announced in 2024, the project has now been fully deployed and has already delivered measurable improvements. By embedding AI into its payment card programs, Conduent has significantly boosted its ability to detect fraudulent activity. Unlike closed-loop systems, open-loop payment cards present a greater challenge because they can be used at multiple merchants, making fraud monitoring complex. Through the AI-powered system, a small team of specialists can now oversee tens of thousands of accounts simultaneously, identifying risks like identity theft and account takeovers with far greater accuracy. Encouraged by these results, Conduent is scaling this capability across other payment card programs.
“As states adapt to evolving budget constraints and eligibility requirements, AI can empower agencies to reduce fraud and improper payments while improving service delivery,” said Anna Sever, President, Government Solutions at Conduent. “With decades of experience supporting critical government programs, Conduent is deepening its investment in AI to expand these gains across multiple programs.”
Beyond fraud prevention, Conduent is leveraging AI to enhance the citizen experience within government-run contact centers. The company has introduced a GenAI-powered solution that equips agents with real-time, accurate program-specific information. This innovation reduces call handling times and ensures that recipients of government benefits receive faster, more reliable support.
With its robust portfolio, Conduent continues to deliver essential solutions to U.S. agencies. These services cover healthcare claims processing, benefit payments, eligibility and enrollment, as well as child support. By investing heavily in AI, the company is reinforcing its position as a trusted partner for governments, ensuring secure, efficient, and citizen-focused program delivery.
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