The US government has initiated various AI/ML programs, emphasizing the strategic importance of customer experience (CX), including AI Legislation and Executive Orders (EO) like EO 14058. The impact of AI resonates across multiple crucial government sectors, from National Security and Health & Human Services to Commerce, Energy, Law Enforcement, Public Authority/Utility and Transportation. The adoption of AI doesn't come without challenges...

The Internal Revenue Service (IRS) is adopting AI/ML to enhance their mission capabilities, though the degree of adoption varies among teams. Common challenges include: Complexities and time needed for iterative cycles to train, test, select and retrain the ML model for optimal prediction accuracy Need for collaboration among cross-functional teams to refine workflows, processes and share tools and best practices Repeated dependency on IT ope...