Whenever a constituent interacts with an agency, whether requesting information or accessing services, the quality of that engagement often comes down to data. Does the employee or system have access to the data needed to provide a helpful response?
That is why artificial intelligence (AI) and generative AI have the potential to transform government services. AI can gather and interpret all relevant data on demand, resulting in a much better constituent experience, whether someone is working with a call center employee, a caseworker or an online system.
“AI can help us respond to [queries] so much faster and actually make the constituent experience much better,” said Chris Dilley, Field Chief Technology Officer and Chief Architect for U.S. State and Local Government at ServiceNow.
In this video interview, Dilley discusses how agencies can begin leveraging the power of AI in service delivery. Topics include:
- How AI can help employees access the data needed to respond to constituent inquiries
- The value of getting a 360-degree view of constituents and their needs
- How conversational AI can augment the delivery of services
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