Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies all provide a new level of customer experience. These emerging technologies are being deployed widely in the private sector; however, many agencies are still determining the role of automation will take in serving their citizens. In a recent GovLoop survey, government agency members confirmed their interest in automation technologies. Nearly half of the respondents – 47% - shared that they are already exploring ways to use automation to give people a way to self-service. And two-thirds are already using, working on or open to some type of virtual agent to help people navigate their way around agency channels.
This session reveals:
- Detailed results from the GovLoop survey – diving deeper into the benefits and challenges agencies anticipate through automation.
- How automation technologies are supporting agents to be more efficient, making the citizen experience better and enabling agencies to effectively achieve their mission.
- What AI powered automation tools exist and how to get started.
