MISSOURI DEPARTMENT OF SOCIAL SERVICES
Importantly, this deployment of technology is guided by a strict humanin-the-loop philosophy. AI is not used to making automated eligibility decisions; rather, it acts as an administrative assistant. Trained, expert caseworkers remain the sole decision-makers for final eligibility determinations. This means that the department maintains strict compliance with federal regulations, protects programme integrity and guards against algorithmic bias, all while significantly reducing processing times for vulnerable citizens.
There is also a role for AI in sourcing and delivering information to citizens. The DSS is preparing for the rollout of generative AI chatbots in summer 2026 to provide a more robust selfservice FAQ process. This multichannel communication strategy is designed to resolve queries before they require direct human intervention.
“ When you do major changes like this one, you have to think about it as a people change and there has to be a lot of guided support,” says Toi.
Stitching the quilt Adding AI into the mix can prove problematic when integrating with legacy digital, and even analogue, systems. Toi is central to overseeing this merger.
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