FedInsider

The pandemic has significantly changed citizens' expectations as digital and contactless interaction with government became the norm. The path to a digital-first approach to citizen services became a racetrack as agencies rushed to deploy new ways to meet their constituent needs, online. New friction points in the digital journey have emerged as citizens and employees grapple with inconsistent experience, lack of personalization, or limited self-service options. To better coalesce the individuals calls that contact centers receive, agencies are turning to artificial intelligence and machine learning and uncovering hidden meaning to drive change.