Challenge

The Passaic County Surrogate is responsible for overseeing the probate process, ensuring fair distribution of estates, and safeguarding the interests of Passaic County residents during their most difficult times, such as the loss of a loved one. A challenge the Surrogate’s Court faced was reaching the diverse community and providing them with guidance and support in their native language. The lack of staff who spoke the various languages represented in Passaic County limited their ability to explain the Surrogate Court process and fully assist the residents. Instead, staff had to rely on a third party to provide translations and interpretation. Additionally, the court would receive calls at all hours, with residents having urgent inquiries related to probate, estate administration, and other matters.

Solution

By utilizing AI Search on the website and AI voice assistant after hours, Surrogate staff are able to better serve their public through greater access and support.  People have the option of calling or visiting in person, or preparing on their own by accessing the information online in multiple languages.  As a result, access to services and transparency has increased, while walk-ins and phone calls have decreased, freeing up staff's time.

AI Search and AI Voice both provide 24/7 after-hours non-emergency support for the public to have their questions answered.  AI Search pulls information from the Surrogate's website, online processes and applications, as well as ordinances.  If residents are working on a project in the evening or the weekend and want an answer instantly, they have the tools to do that.  AI Search allows residents to ask a question - no need to know specific terms or what ordinance to search in - and receive an answer with the sources cited.  If there's an online application on the website, it directs residents to the application.

AI Voice allows residents a way to access answers after-hours by talking over the phone. The AI system is capable of addressing most basic inquiries over the phone. As a result, when individuals need to follow up in person, they have already received answers to their fundamental questions and are now asking fewer and more specific questions. This improvement allows staff, such as the Building and Housing Director, to spend less time providing comprehensive explanations and focus more quickly on addressing specific inquiries. The benefit is that this enables the director to spend more time with the people who need to visit in person and on tasks like inspections.

Overall the Surrogate has had a significant 60% reduction in foot traffic and reduced calls calls which yields higher productivity for staff.