Artificial Intelligence Can Make Voice Technology Less Frustrating

Tom Romeo is general manager of U.S. Federal Services at MAXIMUS. At a recent event, Chris Liddell, assistant to the president and director of strategic initiatives, spoke about the White House Office of American Innovation's focus on improving federal customer service, with the ultimate goal of providing citizens with "the same experience as they [receive] in the private sector." As noted by Liddell and other senior officials, modernizing the government's outdated legacy systems will be an important part of this process. But this effort can also include incorporating more AI and machine learning-driven technologies into the systems that directly handle an enormous amount of citizen requests: engagement and contact centers. Today, and in the near future, voice is expected to remain the most prominent channel for citizens to interact with the government.