AI, Intelligent Automation Gives Agencies New Capabilities to Improve Citizen Services
Featuring Dave York, the Senior Vice President of U.S. Public Sector for Genesys.
That means using capabilities like natural language processing to understand the intent of the person calling or the person speaking or interacting with the agency. Then we go from there to use machine learning. Based on all the different types of interactions that have occurred, use the machine learning on those interactions to determine and make a prediction or recommendation as to the best path forward. And from there, you get to personalize the experience for that citizen or that individual.
That’s one dimension. The other dimension is in the whole employee engagement term we use in the customer experience business. How do you engage your employees effectively, because that’s the single biggest cost and the single biggest touchpoint for improving customer experience overall.
First, you need to know your customers, and that goes back to knowing who they are and what their needs and expectations are and, more importantly, what repeatable functions are they doing that can benefit from the application of automation, either intelligent automation or some level of artificial intelligence – a chatbot or something interactive.
The second is, then – and this is a buzzword in the CX or the customer experience business – is journey mapping. Everybody talks about journey mapping: mapping the journey of a citizen or a customer through their lifecycle with you. The problem is, you can do that, but you then need to look at it and say, “Where can I insert, in this case, because the most obvious substantiation again is a bot, some form of a bot, where can I insert a chatbot or a voicebot to interact with this citizen or this customer on their journey? And where does it make sense? Where does it simply aggravate them and elongate the process and frustrate them?” And then the last piece is leveraging the right technology.