United StatesPublic sector2025 – ongoingGovernment of Maryland
Bilingual Claude-powered SUN Bucks chatbot
Maryland deployed a bilingual benefits chatbot and reported lower call-center volume
Problem
Residents receiving SUN Bucks benefits needed access to program information. Information requests also placed demands on the state's call center.
Approach
Maryland launched a bilingual chatbot powered by Claude in June 2025. It provided information for SUN Bucks recipients. Anthropic reported that the deployment reduced call-center volume, without quantifying the reduction.
Results
No published figures
Takeaway
The reported call-center benefit was qualitative. The size of the benefits program did not establish how many residents used the chatbot.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Anthropic confirmed that Maryland had launched a bilingual SUN Bucks chatbot in June. It reported reduced call-center volume without a numerical result. Other benefits tools described in the partnership were planned extensions.
Full details are in the original sources.