Accenture Report: Majority of Global Citizens Benefit From AI-Based Gov’t Customer Service Tech

An Accenture study has found that most citizens around the world are unaware of ways to provide service feedback to government agencies and would like to see the deployment of artificial intelligence-driven customer service technologies.

Accenture said Monday that the study, conducted with McGuire Research in 2019, discovered that 78 percent of citizens across 11 nations recognize the benefits of implementing AI-based virtual agents such as “chatbots” to gain access to government support.

Forty-one percent of the respondents reported satisfaction with the government’s customer interaction activities last year, while 84 percent said they are willing to provide personally identifiable data to a government entity to personalize their customer service experience.

“A solution would be to ask for citizen consent, allowing for citizens to opt-in to new data-sharing programs across government agencies,” noted Eyal Darmon, managing director at Accenture’s health and public service practice.

“Clearly, an opportunity exists for governments to use virtual agents to broaden their services and enhance customer experience,” he added.

Accenture sought input from 6,501 respondents in Austria, Australia, Canada, Germany, Finland, France, Japan, Norway, Singapore, the U.K. and the U.S. as part of the study.

Check Also

Michael McHugh

Michael McHugh Appointed DirectViz Solutions CEO; Vinnie Tran Quoted

Vinnie Tran, president and chairman of the Board of Directors for DirectViz Solutions (DVS), made the announcement on Friday that Michael McHugh, formerly the company’s chief operating officer, has now been appointed DVS’ new CEO, effective immediately. 

supply chain

Alion, Exiger Partner to Help Secure DoD Supply Chain

Alion Science and Technology has awarded Exiger a $9.9M subcontract to implement an artificial intelligence-based technology that will work to help the Department of Defense screen vendors and monitor risks across the supply chain.

Amy Johanek

IBM Vet Amy Johanek Joins Splunk’s Public Sector Business

Amy Johanek, a nearly 15-year IBM veteran and a project management professional, has joined data analytics company Splunk as regional sales director for the public sector, FedHealthIT reported Thursday.