Built an AI intake and triage system for a ████████████████. Can’t say which one—government NDAs aren’t suggestions.
What I can say: conversational AI that handles multi-step intake, routes cases intelligently, flags priority situations, and turns unstructured conversations into structured records. All while meeting government security and compliance standards, which is its own special kind of challenge.
The goal was getting people to the right place faster while reducing the load on human staff. Turns out government systems are really good at following processes, less good at adapting when the situation doesn’t fit the form. AI helped with that second part.
Building for government is different. The technical challenges are real, but the process challenges are bigger. Everything takes longer, needs more documentation, involves more stakeholders. You learn patience. But when you ship something that actually helps citizens navigate a complex system, it’s worth the paperwork.