INTELLIGENT BRANDS // Software for Business

SymSoft is helping California agencies harness GenAI to improve citizen services, support state staff, and enhance operational efficiency.

As part of this effort, SymSoft Solutions is highlighting its successful initial implementation of Axyom Assist – an AI-powered assistant for customer service representatives at the California Department of Tax and Fee Administration( CDTFA).

Aligned with the state’ s ambitious GenAI initiative, SymSoft is helping California agencies harness generative AI to improve citizen services, support state staff, and enhance operational efficiency.

In collaboration with CDTFA, SymSoft Solutions implemented its Axyom Agent Assist solution to empower contact center staff with AI-augmented capabilities. This implementation supports CDTFA’ s mission of administering more than 40 tax and fee programs and handling over 800,000 taxpayer inquiries annually.

Axyom Assist works alongside the Customer Service Agents like a knowledgeable teammate. It listens to calls and transcribes conversations in real-time, automatically detecting taxpayer needs while providing relevant information at agents’ fingertips – right when they need it.

Beyond this automatic assistance, agents can also proactively ask their own questions during calls to receive instant answers drawn from trusted sources.

After calls, the system creates quick conversation summaries so agents can focus on people, not paperwork.

Powered by AWS Bedrock and Anthropic’ s Claude large language models, Axyom Assist is said to demonstrate how GenAI is enhancing public sector services – improving accessibility, empowering staff and streamlining operations.

“ As California continues to lead the nation in the responsible implementation of GenAI technologies, SymSoft Solutions is committed to delivering AI solutions that combine powerful

capabilities with appropriate safeguards,” said Savita Farooqui, Emerging Technologies Lead and Founder, SymSoft Solutions.“ With Axyom Assist, we’ re helping government agencies transform operations, empower their teams, and serve citizens with greater efficiency and care.”

“ This implementation reflects SymSoft’ s broader vision for AIpowered transformation in the public sector,” added Bhavik Patel, CEO, SymSoft Solutions.

“ We’ re proud to work with CDTFA to modernize service delivery while maintaining the highest standards of security, accuracy, and accountability.”

In leveraging GenAI and emerging Agentic AI capabilities, Axyom Assist aims to achieve three three critical goals: improving the citizen experience, empowering government staff and streamlining operations.

With Axyom Assist, agencies can create conversational user interfaces that understand context, remember past interactions and provide accurate, personalized information in real time.

By integrating Agentic AI, these systems go a step further – autonomously retrieving and synthesizing information, generating compliant responses, proactively guiding staff in various scenarios and through complex regulations.

Behind the scenes, Axyom Assist uses generative and Agentic AI to analyze structured and unstructured data, surface insights, automate routine tasks, and help agencies anticipate service needs before they arise. p

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