# Florida Prepaid Expands AI Call Handling

Florida Prepaid expanded Salesforce Agentforce Voice from a limited pilot to handle 75% of business-hours calls as the first point of contact and all after-hours calls. The organization reports faster handling of routine inquiries while preserving staff capacity for complex issues. The case study identifies no contract value, solicitation, or procurement timeline, so it describes an implemented use case rather than an open purchasing opportunity.

- For government buyers, the deployment offers a reference point for evaluating AI contact-center services that integrate with existing systems, answer routine questions, and route complex issues to staff.
- Contractors can use the example to demonstrate capabilities in knowledge-based AI, call review, deflection reporting, and guardrails for human escalation; no specific procurement or vendor opportunity is announced.

**Jurisdictions:** sled
**Industries:** Information Technology
**Topics:** Artificial Intelligence
**Published:** October 05, 2026

### Government Entities
- Florida Prepaid

### Vendors
- Salesforce (Agentforce Voice and Salesforce platform provider)
- NeuraFlash (Developed tooling for call review and deflection reporting)

### Key Quotes
> We did not approach Agentforce Voice as a call-deflection tool. We approached it as a way to redesign the service model responsibly, using AI for routine questions, preserving human capacity for higher-value conversations and building the guardrails needed to scale with trust.
> — Ashley Falls, Chief Information Technology Officer, Florida Prepaid

> Florida Prepaid wanted to maintain a high-touch experience — which meant they were willing to increase average handle time for complex issues that truly matter.
> — Kerri Bedrosian, Senior Project Manager, NeuraFlash

### Sources
- [Florida Prepaid’s Call Center Never Closes Thanks to Agentforce Voice - Nextgov/FCW](https://www.nextgov.com/sponsors/2026/10/florida-prepaids-call-center-never-closes-thanks-agentforce-voice/415808) - Nextgov/FCW