As funding becomes less certain and resident expectations grow, agencies of all sizes look for technology to help deliver more efficient services, streamline workflows and reduce administrative burdens. There are, in fact, many solutions to choose from. But much of the technology, such as old-school chatbots, offer limited features. Often, agencies lack personnel to oversee AI tools, or struggle with poor-quality data. And many organizations cannot identify their pain points, let alone fix them.
There is a new generation of AI-driven efficiency, however. Whereas legacy chatbots could answer only straightforward, rules-based questions, today they can be more empathetic than human staff. And when AI agents work in harmony — what’s known as agentic AI — employees can work simultaneously across multiple systems. That saves money, time and other resources.
“When you use [AI] the right way,” said Luke Norris, Granicus’ Vice President of Platform Strategy and Digital Transformation, “it can truly augment what you do, how you do it and the ways that you provide information and services to your residents…. Just don’t ever forget that technology alone is not enough.”
In this video interview, Norris discusses how agencies can deploy new AI technology to enhance service delivery and internal operations. Topics include:
- Why modern chatbots are more effective than legacy, rules-based alternatives
- How to identify pain points that slow service delivery and tangle workflows
- Best practices for implementing AI-driven efficiency solutions