The Future of AI and CX

AI has impacted almost every facet of government services, with customer experience being no exception. In fact, agencies now have a prime opportunity to elevate CX.

So, what does an AI-powered CX strategy look like?

During the latest CX Community of Practice, Angy Peterson, Vice President of the Granicus Experience Group, offered insights into the AI trends we can expect to see moving forward and how to incorporate them into your processes and objectives.

Read on to get highlights from the conversation, as well as the recording from the session.

1. Why do CX efforts often fall short? Peterson explained that it can fall short because “a good customer experience requires cross-functional collaboration, and that experience for many government agencies is still disjointed, and working across departments isn’t the standard way of doing work.”
2. How can AI help the public sector be more personalized and make a difference? She said that AI can “drive consistency that customers want and allow them to be able to trust the content they’re getting.” AI agents can also “serve as a bridge across different agency systems, accelerating interoperability and collaboration by pulling answers from multiple sources to answer questions and guide constituents to the next step.”
3. If an agency wants to use AI to be more predictive and reach people where they are, what best practices should they follow? Best practices for AI are really the same as they’ve been for a better CX or better digital transformation, Peterson said. “You should be using data and insights to better understand the people that you’re serving, whether that’s demographically or geographically, [as well as] the topics that they’re interested in and the preferences for their channels to better understand who it is that you’re engaging with, or who you’re serving. Then, use that understanding to organize the website content and online forms.”

Want more tips on incorporating good CX into your agency? Join us next month on Monday, Nov. 3 at 4 p.m. ET/1 p.m. PT for “How Plain Language Can Help Improve Your CX.”