Artificial intelligence (AI) is transforming industries at an unprecedented pace. With rapid innovation and new tools becoming available every day, the promise of AI holds immense applicability across many areas of government operations. AI has the potential to revolutionize how problem-solving, decision-making and user experiences are approached, making it a critical focus for future investment and development strategies in Nevada.
Recently, there has been a notable shift in attitude toward technology and AI in Nevada state government. With the support of the Gov. Joe Lombardo’s administration, more state agencies have been exploring and implementing AI solutions. Nevada Health Link (the state’s health insurance exchange) was one of the state’s first agencies to delve into AI solutions by integrating an AI-based interactive virtual agent into its platform. The enhanced customer service solution is an award-winning, first-of-its-kind development, aimed to handle incoming requests.
It has proven successful in enhancing service capacity and quality, allowing for 24/7 self-serve capabilities and reduced wait times. During the most recent open enrollment period, roughly 2,700 calls, or 14.5 percent, were fulfilled entirely by the virtual agent. Additionally, 2,100 calls, or 9.6 percent, were automatically transferred, predominantly to affiliated brokers or Nevada Medicaid.
Nevada Health Link’s launch was the first Centers for Medicare and Medicaid Services approval for the use of AI-based technology to enhance the customer service experience. The interactive virtual agent also received national recognition when it was awarded an American Business Award for “technology solutions,” with a specific focus on artificial intelligence/machine learning solutions. This milestone not only highlighted the effectiveness of AI but also positioned Nevada as a leader in integrating advanced technology into public services.
With Gov. Lombardo’s initiatives to address operational inefficiencies within state government, the prospect of expanding the state’s use of AI appears to offer significant potential. As a former public employee, I know firsthand how imperative it is to serve Nevadans in a timely and efficient manner.
Throughout my years in state government, I helped many people navigate the often challenging and cumbersome state systems and witnessed how the lack of technology led to duplicative and inefficient practices within agencies. Battling a culture of legacy systems and lack of investment in new technology was common practice throughout my career.
Since transitioning to the private sector, I have witnessed how AI can streamline state services, optimizing administrative tasks in all areas of government and delivering significant benefits to Nevadans. My unique perspective, having been a part of state government and now the private sector, has made me realize that revolutionizing government operations to increase capacity and improve access is something the citizens of Nevada not only deserve but need.
As we gear up for the upcoming legislative session, it is crucial that state lawmakers envision the transformative impact AI could have on the state. Rather than impeding innovation, our focus should be on championing and endorsing it. This sentiment resonated at the state’s recent AI roundtable discussion, a panel made up of members representing the public and private sectors. Fostering public-private discussions and collaborations such as these, rather than restrictive legislative efforts, can allow the state to better leverage the advanced experience and knowledge already acquired by the public sector, while incorporating the unique circumstances state government must address.
By embracing AI, Nevada has the opportunity to drive progress and efficiency across various sectors, building on Nevada Health Link’s success and keeping itself at the forefront of technological advancement for the benefit of all its residents. Let us not merely anticipate change but actively champion it to propel Nevada toward a brighter, more innovative future.
Laura Rich is the vice president of business development for Vimo, which has several contracts with the state of Nevada.
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