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

Speaker and Presenter Information

Jane Norris, Moderator & Contributing Editor, FedInsider
Jane Norris

Moderator & Contributing Editor,


Amanda Nabours, IT Architect, Emerging Technology Advisory Panel, Dallas, TX

Amanda Nabours
IT Architect, Emerging Technology
Advisory Panel, Dallas, TX

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

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Wed, Dec 13, 2023, 2:00pm - 3:00pm ET

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