Building Trust with Technology: Infosys’ Responsible AI Framework for HHS

At Infosys Public Services, our journey with Artificial Intelligence began long before it became mainstream. In 2015, Infosys was one of the first investors in OpenAI, back when it was still a non-profit organization. That early commitment to AI wasn’t just about technology; it was about shaping a future where AI serves humanity responsibly.

Fast forward to today, our work in Health and Human Services (HHS) reflects that same ethos. We understand the chronic staffing challenges HHS agencies face. That’s why our AI solutions are designed with a clear philosophy:

Productivity: Yes. Replacement: No.

At Infosys, we’ve built our HHS AI strategy around a simple but powerful principle: Productivity, not replacement. We don’t believe in cutting costs by automating decisions or reducing staff. Instead, we focus on relieving caseworkers from mundane, repetitive tasks, allowing them to focus on what truly matters—judgment, empathy, and service.

This philosophy is embedded in every solution we offer. From intelligent assistants to transcription bots, our tools are designed to support the workforce, not supplant it.

Built on a Foundation of Responsible AI

Infosys is proud to be certified under ISO 42001:2023, the global standard for AI management systems. This certification reflects our commitment to transparency, fairness, and accountability in AI development and deployment.

But we don’t stop there. We’ve made our Responsible AI Toolkit freely available to the public, so that organizations across sectors can build AI systems that are ethical, inclusive, and safe.

Download the toolkit here

This toolkit includes frameworks, templates, and best practices for:

Bias detection and mitigation
Explainability and transparency
Data governance and privacy
Human-in-the-loop decision-making
Ethical risk assessments

It’s not just a resource—it’s a reflection of our belief that AI must be built with purpose and integrity.

Three Pillars of AI Innovation in HHS

Infosys Public Services’ AI strategy for Health and Human Services is anchored in three powerful technologies:

1. Agentic AI: Autonomous Assistance for Better Access

Agentic AI refers to intelligent agents that can autonomously handle tasks and inquiries. In the HHS context, this means:

Resolving routine questions without human intervention
Reducing strain on call centers during peak periods (e.g., renewals)
Improving access to care by shortening wait times and increasing responsiveness

These agents are trained to understand context, follow policy guidelines, and escalate complex cases to human staff when needed. The result? Faster service, better outcomes, and happier clients.

2. Digital Twins: AI That Learns and Supports Human Workflows

Digital Twinning is a breakthrough concept where an AI system learns the workflow of a human caseworker and replicates it for repetitive tasks. This includes:

Data entry and form processing
Document classification and routing
Eligibility checks and status updates

By offloading these tasks to AI, caseworkers can focus on judgment-intensive decisions, such as assessing nuanced cases or providing personalized support. It’s not about replacing the worker—it’s about giving them a digital ally.

3. Generative AI: Smarter Documentation and Case Management

Generative AI (GenAI) is revolutionizing how HHS agencies manage documentation. Some key use cases include:

Case Summaries for Fair Hearings: Automatically generating concise, accurate summaries based on case history and notes
Encounter Scribing: Transcription bots that record phone interviews in real-time, creating comprehensive case notes as the conversation unfolds
Narrative Generation: Drafting letters, reports, and follow-ups based on structured data inputs

These tools reduce the time spent on paperwork, improve accuracy, and ensure that every interaction is well-documented. For caseworkers, it means less typing, more thinking.

The Human Impact: From Clerks to Administrators

The true power of AI lies not in its algorithms, but in its ability to transform human roles. With Infosys’ AI solutions, caseworkers evolve from data entry clerks to strategic administrators of social programs.

They spend less time on repetitive tasks and more time:

Engaging with clients
Making informed decisions
Coordinating with other agencies
Innovating service delivery

This shift not only improves productivity—it boosts job satisfaction, retention, and morale. In a sector where burnout is common, AI becomes a tool for renewal and resilience.

Looking Ahead: The Future of AI in Public Services

As AI continues to evolve, Infosys remains committed to ethical innovation. We envision a future where:

Every public service worker has an AI assistant
Agencies operate with greater agility and transparency
Citizens receive faster, fairer, and more personalized support
AI systems are governed by robust ethical frameworks

We’re not just building tools—we’re building trust.

About Author

Rick Brady, Head of US Health and Human Services Practice, Infosys Public Services, Inc.

Rick has over 25 years of experience in helping healthcare organizations across public and commercial sectors. He has implemented large scale commercial claims processing systems, Medicaid systems, eligibility and enrollment systems, state Health Information Networks, and electronic health record (EHR) systems. Rick has advised public sector clients in 23 state and provinces on advancing their digital agenda.

Before joining Infosys, Rick has worked at a large consulting firm, in state government, and as a consultant to a variety of state and commercial healthcare organizations. He also worked at a startup focused on enabling small provider practices to use EHRs.