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GovOps describes GenAI call-center assistant and a state-hosted digital assistant pilot
Summary
Secretary of Government Operations Nick Maduras described proofs of concept using generative AI in call centers and a secure state digital assistant pilot to help state employees summarize and analyze data without state data leaving secure cloud environments.
Nick Maduras, California’s secretary of government operations, described ongoing generative AI proofs of concept across state agencies and a pilot of a state-hosted digital assistant that keeps state data inside a managed cloud environment.
Maduras said eight proofs of concept have run across state departments since the governor’s generative AI executive direction in 2023. One tool developed for the California Department of Tax and Fee Administration listened to taxpayer calls in a secure environment and searched tax guidance to suggest answers to call-center operators, he said. "It would listen along to the call in a secure environment and, immediately search through thousands and thousands of pages of California tax law, to suggest answers to the operators," Maduras said.
Why it matters: The secretary framed the tools as productivity aids to shorten call times, assist newer operators and populate taxpayer files with notes to improve future service. Maduras emphasized that the pilot digital assistant will run in the state's highest-managed secure cloud and that "no state data leaves the state's secure environment" during testing.
Maduras said the initial phase involved tightly scoped tools; the next phase will distribute more general-purpose tools to state employees so they can discover productive uses. He did not announce new legislation or a formal procurement award during the event.
What's next: The state plans to onboard additional departments to the secure digital assistant pilot and evaluate how generative AI tools can improve service delivery. Officials said lessons from the CDTFA proof of concept will guide broader rollouts.
