Maximus’ Andy Beamon: Intelligence Virtual Assistants Could Help Improve Citizen Experience

Andy Beamon

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.”

Check Also


Karsun Receives $75M Task Order to Update GSA Fleet Mgmt Platform

Karsun Solutions has secured a five-year, $75M task order to help the General Services Administration modernize a technology platform for managing the federal government's procurement, leasing and rental of civilian service vehicles.

Martin Defense Group

Navatek Rebrands as Martin Defense Group

Navatek has changed its name to Martin Defense Group in a move to emphasize the technology research and company's intention to support U.S. defense programs. Martin Kao, CEO of Martin Defense, said the company aims to innovate with partners and transform emerging technology platforms into “game-changing” offerings designed to help customers ensure national security.

Raytheon Technologies

Raytheon Technologies to Submit Bid for FAA’s Modernized Aviation Ecosystem

Raytheon Technologies plans to submit its concept for an enterprise system based on cloud computing and artificial intelligence as part of its bid for the Federal Aviation Administration’s updated aviation network.