Beyond The Chatbot: Mastering The Art of (AI) Conversation Accenture

In my previous blog, I looked at the frustrations that many citizens experience when dealing with automated services. Chatbots frequently can't provide the answer that people want and are unable to escalate an enquiry to a human agent that can help. But as technology, notably AI, continues to improve, organizations in the public sector have the opportunity to create next-generation chatbots that will be able to offer citizens much more rewarding interactions. Today, only five percent of customer interactions with contact centers globally are powered by AI technologies, but Gartner estimates that by 2021 this will rise to nearly one in six. Fortunately, government agencies have access to a new generation of AI-enabled chatbots, capable of detecting caller intent and responding to the root causes of customer inquiries, considerably reducing call volumes. Customers can signal the same intent in many different ways.