Case study · From the Pluris libraryReceipt no. 4360
What sucked
The agency is the single point of contact for visas, passports and border services for a population of 10M+ citizens and travelers a year.
Applicants asked the same questions in enormous volume (eligibility, documents, status, travel restrictions), and every one of them waited on an officer. Answer quality varied by officer, and real-time travel-restriction changes were hard to communicate consistently.
What they built
ModernEdge built two AI agents for a national immigration agency serving 10M+ citizens and travelers a year: a visa inquiry agent answering from the agency's rules with live travel-restriction updates, and an inbound support agent for passport and travel issues, both on its voice and text platform running Claude.
What changed
84%
Of visa applicant questions resolved instantly by the visa inquiry agent.
10M+
Citizens and travelers served annually by the agency the agents now front.
Human-level resolution on passport and travel issues
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