Operation Automation: How AI Is Modernizing Citizen Engagement with Government
How can government agencies modernize the process of engaging with constituents? That’s what we discussed on a recent episode of Industry Insights, a podcast for government leaders by industry leaders.
Government agencies have witnessed an uptick in citizen requests, as the COVID-19 pandemic caused widespread uncertainty. All of this activity took a toll on government agencies, particularly the call center agents, who had to respond to dramatic growth in requests without corresponding increases in resources.
To take the load off of call center personnel while continuing to serve citizens, agencies have begun to tap customer experience platforms that leverage emerging technologies like AI and chatbots to improve responsiveness and modernize citizen services. On a recent episode of Industry Insights, a podcast for government leaders by industry leaders, host and President of Government Executive Media Group Constance Sayers sat down with Dave York, SVP of Public Sector for Genesys, a leader for omnichannel customer experience and contact center solutions. They discussed how government agencies begin to modernize their engagement with constituents to meet the needs of today — and tomorrow.
This content was produced by Government Executive Media Group’s Studio 2G and made possible by our sponsors. The editorial staff of GovExec was not involved in its preparation.