Our engineers work closely with telecom and operations partners to ensure reliable, responsive service for millions of beneficiaries seeking information and assistance each year.

To improve speed and accuracy at scale, Illumen rapidly prototyped an AI-driven chatbot designed to assist help desk staff. The tool surfaces real time policy guidance (e.g., standard operating procedures and knowledge base content archives) directly within the agent workflow, improving manual lookup processes and helping new representatives reach proficiency faster.

By integrating this capability with existing service desk systems, CMS gained a cost-effective way to enhance efficiency without altering the core infrastructure. The result is a more responsive, informed support environment that maintains the high service standards essential to Medicare while lowering training and operational costs across the program.