Artificial Intelligence Integration in Public Services and Customer Experience
While artificial intelligence integration in public institutions transforms customer service and citizen experience, its impacts on technology and the workforce are being evaluated.
TTEC Digital Account Management Vice President Kevin McCreight discusses how artificial intelligence is transforming customer service in public institutions, integration challenges, and its effects on the workforce.
The Evolution of Customer Service
Customer support processes are evolving to provide solutions during the first contact across channels preferred by citizens.
While institutions lean toward modern web, mobile, and telephone-based channels, they maintain a balanced service continuity with traditional methods.
Artificial Intelligence in Telephone and Voice Channels
Institutions like the IRS are rapidly integrating artificial intelligence tools to increase self-service capacities in telephone channels.
Ensuring full authentication in voice channels will pave the way for account updates and faster service delivery.
Core Challenges in Integration
The biggest obstacle in integrating artificial intelligence into large public service environments is resistance to change.
Personnel delivering the service need to be convinced that artificial intelligence will provide accurate and reliable answers.
Technical Debt and Infrastructure Models
Since completely ripping out and replacing existing systems is costly, artificial intelligence solutions must be made compatible with current infrastructures.
Technological transitions and decision-making processes inevitably create a certain amount of technical debt.
Impact on Frontline Employees
Artificial intelligence tools act as assistant systems that guide agents during calls and suggest next steps.
Thanks to properly implemented artificial intelligence tools, agents' reliance on complex training processes is reduced.