Government intake triage
Government agencies often have multi-queue intake systems with specialist review lanes and backlog pressure. Safe, measurable improvements are essential.
Typical environment
- Multiple intake channels (web forms, email, phone transcripts)
- Specialist lanes for eligibility, fraud, appeals, escalations
- Documentation requirements and audit considerations
Why the current process fails
- Manual triage is slow and inconsistent
- New staff take time to learn routing rules
- Backlogs grow during surges
How Clarity helps
Clarity Routing supports safe triage improvements by:
- Running in shadow mode first
- Using retrieval over your own historical outcomes
- Providing confidence thresholds for auto-routing vs review lanes
Metrics that matter
- Top-1 routing accuracy
- Misroute reduction
- % auto-routable above threshold
- Time-to-first-assignment reduction
Pilot fit
A government pilot typically targets:
- One intake domain (e.g., benefits claims)
- Defined queues/teams and review lanes
- A measurable plan for safe adoption