Challenge:
Providing a secure, accessible, and personalized 24/7 helpline for individuals and families seeking support for substance use disorders, while managing high volumes of requests and integrating various service channels.
Solution:
A customizable 24/7 COTS helpline with AI-powered chat, telephony integration, and dynamic eligibility assessments, offering omnichannel support and real-time third-party integrations for comprehensive substance use disorder assistance.
Result:
The solution enhanced accessibility for thousands of individuals seeking assistance with substance use disorders through personalized, AI-driven services across multiple communication channels. Crisis management was improved by seamless telephony integration, ensuring users were connected to the right specialists during emergencies. Consistent service delivery was achieved through guided scripts and internal search tools for agents. Additionally, the solution maintained full compliance with state and federal data security regulations, ensuring user privacy and safety.
The project aimed to develop a comprehensive helpline solution addressing the growing need for support related to substance use disorders in Massachusetts. It involved creating a configurable Commercial Off-The-Shelf (COTS) application integrated with advanced telephony systems to provide 24/7 assistance. The solution enables personalized service delivery through multiple communication channels, ensuring accessibility for individuals seeking help. With a focus on data security and compliance, the project also includes AI-powered features for efficient user engagement and support. Ultimately, it seeks to connect thousands of people with the resources they need for recovery and wellness.