Common AI Use Cases in CX 

AI is already affecting how citizens engage with government, raising expectations for faster, more intuitive services. Agencies that don’t understand where AI delivers real value risk missing opportunities to improve trust and experience at scale.

During the latest CX Community of Practice, we welcomed guest speaker Luke Norris, Vice President, Platform Strategy & Digital Transformation, Granicus, and walked through real-world AI use cases designed to help you better understand how AI can support your organization’s public services.

Here’s a quick look at the key takeaways from that session. Be sure to check out the session recording in its entirety below.

1. What CX challenges do agencies face, and what are some of the pain points they struggle with? I think we see that there are customer experience issues across the spectrum, Norris said. “There are customer experience issues as basic as residents just being able to easily find information on government websites, portals, or newsletters.”
   He added that there are also bigger CX challenges in that “many applications today don’t have logic built in, (which would make it) easy to triage or identify if someone has completed the application clearly and accurately.” He said this can lead to users feeling like they have wasted their time if their applications are incorrect or denied.
2. How can AI address these pain points? Norris explained that “the first thing I would do is try to help people view AI as augmented intelligence. At the end of the day, there is nothing artificial about your government laws and policies and content, and certainly nothing artificial about your processes. Instead, when we think about augmented intelligence, I think it gives us a chance to start to think about use cases in the way that AI can really help not only provide residents better access to information by which they can receive government services, but also help augment the intelligence that your government staff has (to make sure customers get the most out of AI programs like digital agents designed to provide a frontline response).
3. What’s a best practice you can use when it comes to implementing AI in CX? It’s never too early to get started on thinking about how to improve your content, Norris suggested. “At the end of the day, your content on your website or your content in your training manuals for your staff to help provide answers to people’s questions, all of that’s content that you can use to inform the way that digital agents provide really accurate and important information to your residents. Getting started on making sure that that information’s up to date, it’s not redundant, all of those are hugely valuable things that you can start now.”

Interested in more CX advice? Don’t forget to register for next month’s CX CoP, How to Create a Social Media Plan, on June 15 at 4 p.m. ET/1 p.m. PT.