Page 27 - FCW, May/June 2020

Learn more at Carah.io/FCW-Genesys-CX
Artificial intelligence and automation represent some of the greatest promise we’ve seen to transform the customer experience.
your 1040EZ” instead of asking the person to start all over again.
The role of machine learning
Thousands of people call to ask the government the same questions, such as where or how to file a tax return. Instead of creating a series of static business rules for dealing with those inbound calls, a machine learning system can evaluate
each contact and determine who can best handle that call — and route the call accordingly.
Questions related to the coronavirus represent a different type of call for agencies to handle, and many scrambled to manually adapt their systems to deal with the influx of new requests. By contrast, a machine learning engine is, by definition, always learning. It adapts
to challenges because it’s seeing the new pattern of calls and how they get resolved, and it’s responding accordingly.
In times of both crisis and tranquility, AI and cloud technology can play a crucial role in helping the government transform the customer experience.
David York is senior vice president of the U.S. public sector at Genesys.
CX mission possible Moving government agencies
to the cloud. Learn more at:
SPONSORED CONTENT S-21