Conduent, a Florham Park-based business solutions and services company, will now implement GenAI and other advanced AI technologies into its suite of solutions for state and federal agencies, the company announced Tuesday.
Conduent hopes to improve fraud detection and customer support with these technologies.
Condulent has previously worked with a GenAI pilot from Microsoft, a now fully deployed software in 2024 which helps increase its fraud detection capacity for its largest open-loop payment card programs.
Leveraging AI, a small team of specialists can now survey tens of thousands of accounts for suspicious activity, including identity theft and account takeover with significant improvement in accuracy. This capability is in the process of being scaled to other payment card programs.
Conduent is also deploying AI to drive improvements in the contact center experience for public benefit recipients. A standout example is the Conduent GenAI-powered capability that equips agents with instant access to accurate, program-specific information – reducing call handling times.
Conduent President Anna Sever elaborated on what it all translates to.
“As states adapt to evolving budget constraints and eligibility requirements, AI can empower agencies to reduce fraud and improper payments while improving service delivery,” she said. “With decades of experience supporting critical government programs, Conduent is deepening its investment in AI to expand these gains across multiple programs.
Following the pilot’s success, Conduent is now seeking to apply similar AI methodologies to help detect and prevent fraud in Medicaid and closed-loop EBT cards, including SNAP benefits.
