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Search capacity recovered
Case retrieval time
Annual enrollment cases indexed
A leading U.S. healthcare program was processing more than 200,000 citizen enrollment and application cases each year across multiple intake channels, digital repositories, and operational teams. Case documents existed in fragmented folders and disconnected systems, making it difficult for staff to locate complete case files when citizens, reviewers, auditors, or executives needed answers.
The core problem was not lack of data; it was inaccessible case context. Staff had to manually search across large document stores to retrieve application packets, status records, supporting documentation, and related case history. Each retrieval request took 3–5 days, consumed approximately 600 staff hours per month, and increased the risk that critical information would be missed or incomplete.
The business impact was measurable. At a labor rate of $50 per hour, the program was tying up roughly 600 hours × $50 × 12 months = $360,000 per year in manual search capacity, while delayed retrieval slowed approvals, operational reporting, and citizen communications. Leadership needed a faster, auditable way to locate case information before seasonal enrollment spikes, compliance reviews, and service-level pressure created larger backlogs.
Novacis Digital introduced Conversational Case Discovery, a production-grade AI solution that helps healthcare program teams locate, verify, and act on enrollment case information in minutes. The solution creates a searchable case layer across documents, folders, and metadata without requiring staff to change how they ask operational questions.
The solution works by ingesting enrollment records, classifying documents, enriching metadata, and connecting related case artifacts into a unified discovery experience. Staff use natural-language prompts to find cases, verify completeness, and retrieve relevant materials for approvals, citizen communication, audit preparation, or reporting.
Unlike a standalone chatbot, Conversational Case Discovery is designed for controlled case operations. It combines source-linked answers, role-based access, retrieval validation, and audit trails so teams can act with confidence.
This shifts the operating model from reactive manual search to governed case access at scale.
Citizen Case Discovery Capabilities
Financial Crime Investigation Features
The deployment began with a 6-week pilot focused on the most frequently requested enrollment case files, followed by phased expansion across additional repositories, user groups, and reporting workflows. The first production wave supported case workers, supervisors, and operational reporting teams handling citizen enrollment questions and file requests.
Early wins included searchable access to more than 200,000 annual case records, reduced dependence on folder-by-folder search, and faster validation of supporting documents. These gains directly targeted the program’s original pressure points: retrieval delays, manual search effort, incomplete case visibility, and slower citizen response.
Recovered $360K in annual search capacity by redirecting manual lookup effort to higher-value enrollment work.
Reduced case retrieval from 3–5 days to under 10 minutes, giving teams faster access to citizen records for service and approval workflows.
Improved service responsiveness and reporting confidence by making fragmented case context searchable across the enrollment lifecycle.
Indexed and organized 200,000+ annual enrollment cases into a searchable discovery model for operational users.
Reduced missing or incomplete case-file risk from 10–12% to under 2%, lowering rework and avoidable escalations.
