Policy & Practice | Fall 2025

technology speaks

By Melanie Holmes and Megan Lazalier

Enhancing Service Delivery in Health and Human Services with Agentic AI

A s government health and human services agencies navigate a landscape of evolving constituent needs and constrained resources, the challenge of delivering timely, personalized, and effective services has never been more critical. Agentic AI has emerged as a transformative solution, offering a new paradigm for digital service delivery by empow ering agencies to meet these demands at scale. When evaluating Agentic AI to modernize and streamline service delivery, human services agencies should look for solutions that integrate AI-driven capabilities to personalize and optimize user experiences at scale. This framework empowers agencies to orchestrate consistent, timely, and relevant communications, enhancing mission outcomes by alleviating administrative burdens on teams and enabling them to concentrate on the most critical tasks. Adobe recently launched the Agent Orchestrator, a core component of the Adobe Experience Platform, which allows agencies to build, manage, and orchestrate AI agents from Adobe and third-party ecosystems, ensuring seamless integration, adaptability, and personalization at scale. These role-based agents can automate high-value tasks, surface actionable insights, and create capacity, so teams can spend more time on the work that drives outcomes. By leveraging Agentic AI, such as Adobe’s Agent Orchestrator, human services agencies can tailor their outreach and service delivery to meet

the unique needs of their constituents, providing a “white glove experi ence” characterized by personalized, intent-driven conversations. This personalization extends to various touchpoints, including websites, mobile applications, and customer relationship management systems, ensuring that constituents receive relevant and timely information to support their desired outcomes. Moreover, Agentic AI powered by Adobe enhances operational efficiency by automating routine tasks and processes. This automation frees up

valuable time and resources, allowing caseworkers to focus on more complex strategic initiatives and mission-crit ical activities. For instance, AI-driven chatbots can handle common inqui ries and provide instant responses, reducing the workload on human agents and improving response times. Additionally, AI-powered analytics can identify trends and patterns in constituent interactions, enabling agencies to make data driven decisions and optimize their service delivery strategies, including streamlining content production and

Illustration by Chris Campbell

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