Jonathan Alcabes, managing director and lead for artificial intelligence enhanced interactions at Accenture Federal Services, and Jen Baird, AFS manager of customer strategy, have said agencies should integrate conversational AI tools to create an end-to-end customer experience.
They wrote in a joint article for GCN published Wednesday machine learning-based platforms that use digital agents and chatbots can help agencies engage citizens, answer queries or process requests.
Integrating conversational AI technologies into a single platform can also facilitate automation and transform user experience, Alcabes and Baird noted.
"This approach is serving as the cornerstone of customer service within many high-touch commercial sectors, including banking, hospitality, telecommunications and insurance."
"It is helping these enterprises deliver a highly differentiated, individualized user experience, at scale, for every customer engagement."
Both AFS executives urged federal leaders to craft a strategy and adopt a platform-driven approach if they want to drive citizen service transformation with AI technology.