Andy Beamon, a vice president at Maximus, wrote in a GCN article published Wednesday that an intelligent virtual assistant serves as the intersection of human and artificial intelligence that could help agencies enhance citizen experience.
“By tapping human intelligence, an IVA adds an additional source of insight to better understand the intent of the call and improve citizen experience,” he noted.
Beamon discussed how an IVA uses natural language processing and human intelligence to facilitate responses to citizens and the need for agencies to conduct a proof-of-concept before integrating IVAs into their citizen engagement centers.
“Ultimately, IVA serves as the crossroads of AI and human intelligence, enabling more seamless conversations through voice or text,” Beamon wrote. “In implementing an IVA, agencies can offer citizens more choices and true self-service while they gain better data analytics, insights and consistency across all channels in delivering an improved citizen journey.”