Jump to sectionUse cases▾
Practical AI in CMA
Help staff turn CMA context into useful next steps.
Connect optional AI assistance to calls, client records, tasks, notes, documents, and reports. Your team reviews the result and decides what happens next.
- Connected to CMA context
- Configured for the job
- Reviewed by a person
Use information connected to the client and the job.
Move reviewed output into notes, tasks, documents, or reports.
Require a person to interpret the result and choose the action.
AI across the operation
Use AI to support everyday CMA workflows.
These capabilities cover navigation, live and recorded calls, task events, documents, and reporting.
CMA Voice
Speak or type a request to find the right place in CMA.CMA Voice can find accessible clients, reports, and system tools, describe the page on screen, answer workflow questions from the CMA Knowledge Base, prepare supported List filters, and draft notes or tasks for review.
Call Assist
Keep important points visible while the conversation is happening.When enabled for an authorized user, Call Assist can show a live transcript for an eligible conversation, plus cues, checklists, summaries, and a note draft based on the selected prompt.
CallLog Transcriptions
Keep a reviewable transcript with the CallLog record.When recordings and transcription services are configured, CMA can retrieve eligible call recordings and store the transcript on the CallLog. Staff can search and review the text with call details and use an approved prompt to analyze it.
Smart Notes
Create a Client Note from an eligible call transcript.When configured, Smart Notes applies an approved prompt to an eligible transcript and saves the generated result in the client's Notes area under the selected Note Type. Each note links to the source Call Log for review.
Task AI Analysis
Run a configured analysis when a task is created or completed.An active AI prompt template linked to the Task can use permitted client and workflow context. CMA sends the generated prompt through its configured AI service and stores the result as an AI ClientMessage for staff review.
Smart Documents
Prepare communications from approved context already in the workflow.AI assistance can draft passages for letters, email, resources, and operational documents while templates and authorized CMA data provide structure.
Custom SQL report assistance
Draft a read-only report query from an everyday request.In Custom SQL Reports, authorized users can describe the information they need and use AI Builder to draft a read-only query. They review the SQL, fields, and results before using the report.
AI Builder
Give authors a starting point for supported templates and SQL.Authorized authors can use AI Builder while editing Document Templates, supported SQL fields in Task Management, and matching SQL for Smart Notes rules. The generated content remains editable.
Example scenarios
See four ways teams can use AI in CMA.
These examples show the operating pattern. Exact availability depends on configuration, permissions, connected services, and organizational policy.
Before the work begins
A staff member needs to find the right screen and prepare the work.
- The authorized user asks CMA Voice for a client, report, system tool, or workflow answer in everyday language.
- CMA Voice finds an accessible result or prepares supported filters, fields, or a local draft.
- The user reviews the result and completes any save or other action through the normal CMA workflow.
During a client call
A counselor needs useful guidance during a client conversation.
- An eligible call produces a live transcript for an authorized counselor.
- The selected Call Assist prompt surfaces cues, checklist items, a summary, and a draft note.
- The counselor decides what is accurate, what belongs in the client record, and what action to take.
After client contact
A service team needs a consistent record and a clear next step.
- A configured Smart Notes rule matches an eligible call transcript and runs the approved prompt.
- CMA creates a Client Note under the selected Note Type and links it to the source Call Log.
- Staff compare material details and next steps with the transcript or recording, then correct the workflow or add clarification when needed.
When a task changes
A task reaches a point that calls for repeatable analysis.
- An administrator links an active AI prompt template to Task creation or completion for the appropriate agency workflow.
- CMA combines the template with permitted client context and runs it when that Task event occurs.
- The result is stored as an AI ClientMessage so authorized staff can review it and decide what happens next.
Responsible operation
Keep people responsible for every result.
AI assistance supports the agency’s process. People remain responsible for professional judgment, policy decisions, legal review, and the client record.
Configuration
Choose where assistance fits, which prompt applies, and what the workflow should produce.
Authorized access
Limit AI features and eligible context according to the permissions defined for the deployment.
Approved context
Use the records, templates, and content appropriate for the specific task.
Human review
Keep people responsible for accuracy, professional judgment, and the final action.
Consent and policy
Align recording and AI use with organizational policy and applicable disclosure and consent procedures.
Validation
Check generated notes, documents, template logic, queries, and reporting results before use.
Map the right starting point
Map AI to a workflow your team wants to improve.
See how AI assistance can fit into your agency’s workflow, from relevant context and review responsibility to the final CMA action.