the staff of the Ridgewood blog
Trenton NJ, navigating government paperwork can feel like an overwhelming challenge, especially when the forms are filled with unfamiliar terms—or written in a language that isn’t your own. Recognizing this hurdle, the state of New Jersey has embraced generative AI to make the unemployment insurance application process more accessible for both English and Spanish speakers.
This initiative, supported by the nonprofit US Digital Response and Google’s philanthropic arm, Google.org, is part of a broader push to modernize New Jersey’s unemployment system. The result? A new open-source toolkit that other states can use to build their own translation assistants with large language models (LLMs).
How AI is Transforming Unemployment Applications
New Jersey’s translation tools aren’t directly consumer-facing; instead, they are designed to assist state employees in accurately translating and explaining unemployment insurance terminology. This human oversight ensures clarity and precision when dealing with legally sensitive terms.
Prior to this innovation, New Jersey relied on a basic Google Translate dropdown menu for non-English speakers—a feature prone to errors, particularly when translating complex or legally specific language.
Gillian Gutierrez, senior advisor and director of New Jersey’s Unemployment Insurance Modernization, explained that the first step in the overhaul was to rewrite key terms like “able and available” and “fired” versus “laid off” into plain, understandable language. From there, these terms were carefully translated into Spanish, taking cultural nuances into account.
Insights from the Frontlines
To refine the translations further, the team drew on the expertise of call center agents who regularly answer questions from diverse communities.
“We poured in their knowledge of the different ways that they might have to explain those terms,” Gutierrez said, highlighting how variations in Spanish dialects across Ecuadorian, Dominican, and Mexican communities were carefully considered.
This human-centered approach ensures the translations resonate with users and reduce confusion for Spanish-speaking applicants.
Toolkit for Nationwide Impact
New Jersey’s efforts are paving the way for other states to follow suit. With an open-source toolkit now available, governments across the country can develop custom translation tools tailored to their needs. This is a significant step toward making government services more inclusive and user-friendly for diverse populations.
A Step Forward for Accessibility
New Jersey’s modernization efforts show how generative AI can go beyond buzzwords to create real, tangible improvements in public services. By combining advanced technology with human expertise, the state is setting a precedent for accessibility and precision in government processes.
With this innovative toolkit, the goal is clear: ensuring everyone—regardless of language or background—can navigate essential systems with confidence and ease.
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