Improving the Citizen Experience: Using AI for CX

Author: Beth Schultz, VP of Research & Principal Analyst

Not available for licensing.

Leading FED/SLED agencies are improving citizen engagements, streamlining internal processes, and boosting key measures using a range of AI technologies for CX.

Table of Contents

• Fed/SLED Agencies See AI as Catalyst to Change

• AI Getting Bigger Piece of CX Budget for Fed/SLED

• Fed/SLED Leaders Tapping AI, Automation to Transform CX

• Fed/SLED Speeding Time to Resolution with AI

• Fed/SLED Catching the Generative AI Wave

• Driving Value for Citizen Engagement with Conversational & Predictive AI

• Agency Reps Get Help from AI Assist

• AI for Agency Supervisors: Easing Work Requirements

• Fed/SLED Applying AI to Boost Benefits of Gathering Feedback

• AI for CX Leads to Agency Success Improvements

• Recommendations for CX Leaders at Fed/SLED Agencies