Introducing Fortuna’s Voice AI: Smarter Support for Medicaid Renewals
At Fortuna, our mission has always been simple: make Medicaid enrollment and renewal easier for members, caseworkers, and plans. Today, we’re excited to take the next step in that journey.
We’re introducing Fortuna’s Voice AI - AI-powered voice capabilities built directly into our core Medicaid renewal platform.
This isn’t a chatbot bolted onto the side of a system. It’s voice intelligence embedded within the workflows that power renewals, designed specifically for Medicaid programs and the people they serve.
Why Voice AI - and Why Now?
Medicaid renewals are high-stakes and time-sensitive. Members miss calls. Call centers face surges. Caseworkers are overwhelmed. Language barriers and long hold times create friction at exactly the moment when clarity and support matter most.
Fortuna’s Voice AI agent is built to reduce that friction. By integrating state-of-the-art AI voice technology directly into renewal workflows, we’re helping states and plans:
- Reduce call center load
- Increase successful member engagement
- Improve visibility into outreach and outcomes
- Lower caseworker burden
- Expand access to support
What Fortuna’s Voice AI Can Do
Fortuna’s Voice AI agentbrings intelligent, humanlike voice interactions into the renewal process, including:
Proactive Call Reminders
The agent can make natural-sounding calls to remind members about upcoming renewals, required documents, and important deadlines - increasing completion rates before cases ever hit escalation.
Designed to feel familiar and trustworthy, Fortuna's Voice AI agent uses subtle ambient cues - like light typing or background office noise - which research shows increases perceived authenticity and member trust.
Inbound Call Support
When members call, the Voice AI agent can:
- Navigate call flows and menu screens
- Answer common renewal questions
- Provide status updates
- Collect missing information
- Route complex cases to Fortuna navigators
- Seamlessly transfer calls to the state/county when needed
Voicemail & Follow-Up Integration
If a member doesn’t answer:
- Intelligent voicemail messages can be left
- Follow-up text messages can be triggered automatically
- Engagement attempts are logged for visibility and reporting
Bilingual Support
Voice AI can operate bilingually, helping ensure that members receive assistance in their preferred language without waiting for limited language-specific staff availability.
Call Evaluation & Insights
Every interaction can be analyzed (with appropriate privacy safeguards) to:
- Improve outreach effectiveness
- Identify common barriers
- Surface trends
- Support quality assurance
Built on State-of-the-Art AI — Designed for Medicaid
Fortuna’s Voice AI is powered by leading AI models and infrastructure, including technologies from OpenAI, ElevenLabs, and Deepgram.
By tightly orchestrating speech recognition, language processing, and voice synthesis layers, we’re aiming to deliver response latencies averaging ~800 milliseconds - fast enough to feel natural in live conversation. The result is fluid, humanlike dialogue that avoids the awkward pauses typically associated with automated systems.
But technology alone isn’t enough. What makes this different is how it’s applied:
- Embedded within Medicaid-specific workflows
- Constrained, rules-based, and policy-aware
- Not used for eligibility determinations
- Designed with human oversight
Just like our broader AI capabilities, Voice AI is used to assist and guide - never to replace required program decision-making.
HIPAA-Compliant. Privacy-First. Program-Ready.
Medicaid programs demand the highest standards of security and privacy. Fortuna’s Voice AI is:
- HIPAA-compliant
- Designed for PHI protection
- Built with strict data handling safeguards
- Deployed within secure, compliant infrastructure
Member data is protected at every layer - from speech recognition to logging and analytics.
Reducing Burden, Expanding Access
At its core, Fortuna's Voice AI exists to solve real operational problems.
Industry research shows that proactive automated outreach can improve engagement rates by 20–60%, while AI-enabled contact center tools can reduce repetitive workload by 25–40%. Multichannel engagement (voice paired with follow-up text) has also been shown to increase response and completion rates compared to single-channel outreach.
Fortuna Voice's AI brings these efficiencies directly into the Medicaid renewal workflow. By handling routine reminders, status checks, and common questions, the Voice AI agent reduces operational friction while ensuring members receive timely, accessible support.
The result:
- Lower operational costs
- Faster resolution times
- Better member experiences
- Greater program transparency
And most importantly - fewer eligible members losing coverage due to missed communication.
A More Accessible Medicaid Experience
Voice remains one of the most accessible forms of communication - especially for members with limited broadband access or lower digital literacy. By meeting members where they are - on the phone - Fortuna's Voice AI strengthens the renewal process without adding complexity.
We believe the next generation of Medicaid systems must be consumer-first, interoperable, and scalable.
Fortuna’s Voice AI is another step toward rebuilding core Medicaid operations and infrastructure to make public benefits work better for everyone.
If you’d like to learn more about Fortuna’s Voice AI or see it in action, we’d love to connect.
Acknowledgments and Sources
This article draws on industry research examining the impact of AI-enabled contact center tools, proactive outreach strategies, and multichannel engagement in public-sector and healthcare settings.
- McKinsey & Company, The State of AI in Customer Service — reporting automation reduces repetitive contact center workload by approximately 25–40%.
- Deloitte Insights, AI-Enabled Contact Centers — discussing reductions in handle time and improved efficiency from AI-supported routing and automation.
- Aberdeen Group, Omnichannel Customer Engagement Research — finding higher engagement and completion rates when voice and messaging channels are combined.
- SQM Group, Contact Center Performance Benchmark Report — reporting improved contact and engagement rates through proactive outreach strategies.
