When a family is worried about paying the electric bill, finding emergency housing or putting food on the table, the last thing they want is to spend precious time navigating a complicated phone menu.
Atlantic County hopes a new artificial intelligence-powered phone system will make those moments a little less stressful.
The Atlantic County Department of Family and Community Development recently introduced an AI-assisted telephone system designed to connect residents with social services more quickly and efficiently. Instead of listening to a lengthy list of prompts and pressing numbers on a keypad, callers can simply explain why they are calling in their own words.
The system then identifies the appropriate program, answers common questions or routes callers to the staff member best equipped to help.
The new technology was developed by TipCo Automated Systems, a New Jersey-based company that specializes in AI-powered customer service for government agencies. TipCo’s virtual assistant, known as EVA (Electronic Virtual Assistant), allows callers to speak naturally instead of navigating traditional phone menus.
“For residents seeking food and shelter for themselves and their family members, time is of the essence,” Dennis Levinson, Atlantic County executive, said in a statement. “Being the second poorest county in the state, the number of residents in need continues to grow. We recognize the importance of providing efficient and responsive customer service. This new software is a tremendous tool that we are pleased to implement and have served as a model throughout the state.”
By handling routine inquiries around the clock, EVA enables county employees to spend more time assisting residents with complex or urgent needs while improving response times for everyone who calls.
The department assists thousands of Atlantic County residents each year through a variety of support services. During busy periods, high call volumes can slow response times, particularly when staff members are answering routine questions that could be handled automatically.
For many residents, the change could mean less time on hold and quicker access to information about emergency housing, food assistance, utility relief and other county programs.
County officials say the new AI technology is designed to relieve some of that burden—not replace the people behind the services. Caseworkers will continue assisting residents with complex situations and personal guidance, while the automated system handles basic inquiries and directs callers to the right resources.
Atlantic County is joining a growing number of local governments across the country that are turning to artificial intelligence to improve customer service and expand access to public programs. Earlier this year, Union County introduced an AI-powered assistant for its Department of Human Services to help residents navigate services such as food assistance, health care and housing support.
Similar technology has also been adopted by counties in Minnesota, Wisconsin and Florida, where AI systems answer routine questions, direct callers to the appropriate departments and reduce wait times for residents seeking assistance.
Throughout the month of June, EVA helped direct or respond to more than 6,500 calls to the Department of Family and Community Department. Almost fifty percent of those redirected inquiries requested call backs which took place within 24 to 48 hours.
Levinson thanked the county’s internal technology team for implementing the new system, and spoke highly of Atlantic County’s future with AI assisting in other departments.
“With the support of EVA, staff can focus more of their time on case management,” Levinson said. “ We look forward to identifying how other areas of our organization could also benefit from this new technology.”
So if a resident needs help with Medicaid, emergency housing, SNAP benefits, family and foster care matters, and more, EVA will be working 24/7 to support.
Sarah Fertsch of Egg Harbor Township holds a Bachelors of Arts in Public Relations. She is a locally renowned poet, storyteller, and dog lover.
