Conduent Incorporated, a global technology-driven business solutions and services company, is embedding generative AI (GenAI) and other advanced artificial intelligence technologies into its suite of solutions for state and federal agencies. This initiative aims to improve the disbursement of critical government benefits, enhance the citizen experience, and strengthen fraud prevention across major aid programs such as Medicaid and the Supplemental Nutrition Assistance Program (SNAP).
As part of a GenAI pilot program with Microsoft, which was originally announced in 2024 and is now fully deployed, Conduent has significantly increased its fraud detection capacity for its largest open-loop payment card programs. Monitoring these cards for fraud is particularly complex due to their wide merchant acceptance. By leveraging AI, a small team of specialists can now surveil tens of thousands of accounts for suspicious activity, including identity theft and account takeover, with a notable improvement in accuracy. This capability is currently in the process of being scaled to other payment card programs.
Following the success of this pilot, Conduent intends to apply similar AI methodologies to help detect and prevent fraud in Medicaid and closed-loop EBT cards, including SNAP benefits. This will help safeguard proper usage at approved retailers. Conduent currently supports electronic payments for public programs in 37 states, underscoring its role as a leader in government payment disbursements.
Anna Sever, President, Government Solutions at Conduent, stated, “As states adapt to evolving budget constraints and eligibility requirements, AI can empower agencies to reduce fraud and improper payments while improving service delivery. With decades of experience supporting critical government programs, Conduent is deepening its investment in AI to expand these gains across multiple programs.”
Conduent is also deploying AI to enhance the contact center experience for public benefit recipients. A notable application is the Conduent GenAI-powered capability, which provides agents with instant access to accurate, program-specific information, thereby reducing call handling times. Conduent offers U.
S. agencies solutions for healthcare claims administration, government benefit payments, eligibility and enrollment, and child support.
Conduent delivers digital business solutions and services across the commercial, government, and transportation sectors. The company utilizes cloud computing, artificial intelligence, machine learning, automation, and advanced analytics to provide mission-critical solutions. Conduent, with approximately 56,000 associates globally, disburses around $85 billion in government payments annually, facilitates 2.3 billion customer service interactions each year, supports millions of employees through HR services, and processes nearly 13 million tolling transactions daily.
