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People have begun to see the value of sharing
some biometric information in exchange for the convenience of a faster, smoother experience.
Empowering employees
Employee satisfaction is an important driver of customer satisfaction. Therefore, agencies should consider using automation to handle routine information exchanges so that employees can focus more on complex customer situations.
In addition, employees can monitor and coach virtual assistants by enabling live agents to seamlessly provide answers
for the automated assistant where needed, which lets that assistant know the answer on its own in the future. Conversely, virtual assistants can prompt and coach agents to ensure that interactions with constituents are more satisfying for everybody.
The agencies that had moved forward with all these solutions were in a much better position to handle the surge of demand brought by the coronavirus
outbreak. They could easily expand their message service or increase the number of communication channels. Citizens didn’t have to deal with long wait times, and employees could continue to engage with them via calls, chats and email exchanges while working remotely.
Russell Brodsky is director of government sales at Nuance.
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