Conversational AI: An Incredible New Tool For Government
People don't just expect seamless customer experience from businesses; as citizens, they expect better services from the government too. That's where Conversational AI comes in.
In the world we live in today, customers are the rulers of the land, even in government where they are often citizens as well. Government digital services need to match or exceed commercial service levels. Customers expect seamless experiences across channels and platforms, like Facebook targeting ads based on Google search history. If this is possible in the private sector, why can’t government agencies do the same?
The gap between commercial and government customer experience standards is decreasing rapidly, and the White House has even released guidance on customer experience standards for Federal agencies. The 30 High-Impact Service Providers (HISPs) are specifically focused on improving their customer experience efforts across key service metrics as defined by the Office of Management and Budget (OMB). Government agencies are under pressure to meet rising demands from citizens while also adhering to formalized CX performance standards.
Conversational AI platforms can help maintain the flexibility and modularity organizations need to realize the benefits of AI.
Artificial Intelligence (AI) technologies have emerged as a powerful tool to help public and private entities improve the customer experience while reducing the cost-to-serve. By adopting a holistic approach, agency leaders can capture the critical efficiencies that lead to larger performance improvements. Accenture's recent whitepaper, "Smarter Ways to Serve in Federal", explores how conversational AI platforms can help maintain the flexibility and modularity organizations need to realize the benefits of AI.
The report highlights the importance of flexibility, speed to production, fostering an omni-channel experience, data at the core, and responsible AI. Investing in building an aggregated data repository will open the door to more opportunities to integrate intelligent customer service tools and expand those tools across use cases as new data sources are integrated.
As agencies explore the potential of AI to improve customer experience, it is critical to maintain citizen trust in the Federal government. There is inherent skepticism around intelligent solutions, but when implemented correctly, AI platforms allow government leaders to apply monitoring and data analytics to their AI solutions to guard against biases and to swap out existing solutions for future ones that may offer more nuanced understanding.
In conclusion, government leaders should maintain flexibility for the future, design AI solutions for the broader organization, ensure customer data is clean and centralized, and keep the people front and center. By doing so, they can use AI to serve their customers better and make their lives easier.
In the world we live in today, customers are the rulers of the land, even in government where they are often citizens as well. Government digital services need to match or exceed commercial service levels. Customers expect seamless experiences across channels and platforms, like Facebook targeting ads based on Google search history. If this is possible in the private sector, why can’t government agencies do the same?
The gap between commercial and government customer experience standards is decreasing rapidly, and the White House has even released guidance on customer experience standards for Federal agencies. The 30 High-Impact Service Providers (HISPs) are specifically focused on improving their customer experience efforts across key service metrics as defined by the Office of Management and Budget (OMB). Government agencies are under pressure to meet rising demands from citizens while also adhering to formalized CX performance standards.
Conversational AI platforms can help maintain the flexibility and modularity organizations need to realize the benefits of AI.
Artificial Intelligence (AI) technologies have emerged as a powerful tool to help public and private entities improve the customer experience while reducing the cost-to-serve. By adopting a holistic approach, agency leaders can capture the critical efficiencies that lead to larger performance improvements. Accenture's recent whitepaper, "Smarter Ways to Serve in Federal", explores how conversational AI platforms can help maintain the flexibility and modularity organizations need to realize the benefits of AI.
The report highlights the importance of flexibility, speed to production, fostering an omni-channel experience, data at the core, and responsible AI. Investing in building an aggregated data repository will open the door to more opportunities to integrate intelligent customer service tools and expand those tools across use cases as new data sources are integrated.
As agencies explore the potential of AI to improve customer experience, it is critical to maintain citizen trust in the Federal government. There is inherent skepticism around intelligent solutions, but when implemented correctly, AI platforms allow government leaders to apply monitoring and data analytics to their AI solutions to guard against biases and to swap out existing solutions for future ones that may offer more nuanced understanding.
In conclusion, government leaders should maintain flexibility for the future, design AI solutions for the broader organization, ensure customer data is clean and centralized, and keep the people front and center. By doing so, they can use AI to serve their customers better and make their lives easier.
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