State & Local Governments: AI Can Set a New Standard for Customer Service

Machine learning and artificial intelligence already are playing a significant role in reworking call centers, in government agencies and private industry alike. Just picture the chatbots that show up every time you go to the online portal for the Department of Motor Vehicles, for instance, and get prompted to renew your auto registration online.

To date, call center agents and customers both prefer human interaction. As generative AI (genAI) continues to improve, however, the benefits – faster call responses, more efficient service, lower agent turnover, to name a few – can be recognized by customers and call center workers alike. Call centers also make a good starting point to introduce the use of genAI to streamline processes.

Learning Objectives:

• Identify the pain points for both customers and call center workers in existing services, including those using non-AI-driven chatbots
• Delineate the methods used by genAI to address those pain points
• Outline the tools available to incorporate genAI into legacy call systems
• Establish metrics to measure improvements in call center performance and customer satisfaction