An adverse decision needs a reason code and a check for open appeals.
Public agencies
Let the eligibility agent approve routine cases, and send close calls to caseworkers
Complete files below the income limit move without waiting in a queue. A denial stops while an appeal is open, and a case slightly over the limit goes to a caseworker.
Connecting the agent? See the developer guide for Government & Public Sector
What an agency needs before an agent touches a case
Residents have rights to notice and appeal. The agent has to respect them every time.
Close calls belong with a caseworker who can see the whole file.
Oversight bodies ask for the history of a program, not one case.
A denial that waited for the appeal
The simulator’s childcare case, and the people around it.
Program director
Wants routine renewals decided without adding caseworkers.
Policy analyst
Writes the rule: no adverse decision while an appeal is open or without a reason code.
Caseworker
Gets the close calls in the Inbox with the income facts and the rule that held each one.
Program auditor
Reviews the program’s decisions inside an engagement scoped to the agent and the months under review.
Due process, written into the rules
Notice and appeal
Rules stop an adverse action without a reason code or while an appeal is open.
Records for oversight
Each case keeps the facts, the rule version, and any caseworker decision.
Agencies in the EU
AI that assesses eligibility for public benefits is listed as high-risk under the EU AI Act, with obligations from December 2, 2027.
Agency work to start with
Start with high-volume casework where the rules are already written in policy manuals.
Benefits eligibility
Check income limits, open appeals, and reason codes before a determination proceeds.
Resident service requests
An agent answers and routes requests. Anything that changes a case goes to staff.
Procurement support
An exception in a bid evaluation goes to the contracting officer with the scoring context.
Built-in handoff
Oversight reviews start from the program, not a spreadsheet
Program auditor
The auditor works inside an engagement scoped to the eligibility agent and the review period, and sees which evidence is missing.
See the six role portals and how work moves between themStart with one program
Bring the eligibility rules and appeal requirements from your policy manual, and see which cases the agent can decide.