Contact Centers and AI: Front Line to Enhanced Citizen Experience

This event qualifies for .1 CEUs

This event qualifies for 1 CPEs

This event qualifies for 1 CLPs

The pandemic has significantly changed citizens’ expectations as digital and contactless interaction with government became the norm. The path to a digital-first approach to citizen services became a racetrack as agencies rushed to deploy new ways to meet their constituent needs, online.

New friction points in the digital journey have emerged as citizens and employees grapple with inconsistent experience, lack of personalization, or limited self-service options. To better coalesce the individuals calls that contact centers receive, agencies are turning to artificial intelligence and machine learning and uncovering hidden meaning to drive change.

This webinar will feature an in-depth discussion of how to tap insight from government call centers for intelligent analysis that improves the citizen and the employee experience.

Speaker and Presenter Information

Nicole Callahan

Nicole Callahan
Data Analyst, Customer Analytics Group,
Federal Student Aid

Lee Becker
Discussion Moderator &
Solutions Principal,
Medallia

Relevant Government Agencies

Air Force, Army, Navy & Marine Corps, Intelligence Agencies, DOD & Military, Office of the President (includes OMB), Dept of Agriculture, Dept of Commerce, Dept of Education, Dept of Energy, Dept of Health & Human Services, Dept of Homeland Security, Dept of Housing & Urban Development, Dept of the Interior, Dept of Justice, Dept of Labor, Dept of State, Dept of Transportation, Dept of Treasury, Dept of Veterans Affairs, EPA, GSA, USPS, SSA, NASA, Other Federal Agencies, Legislative Agencies (GAO, GPO, LOC, etc.), Judicial Branch Agencies, State Government, County Government, City Government, Municipal Government, CIA, FEMA, Census Bureau, Office of Personnel Management, Coast Guard, National Institutes of Health, FAA, USAID, State & Local Government, National Guard Association, EEOC, Federal Government, FDA, Foreign Governments/Agencies, NSA, FCC