Government customer service leaders know that technology alone won’t deliver a great experience. Instead, it needs to be aligned with their customers’ needs and expectations, including those not always clearly known or expressed. Human-centered design is critical to ensuring AI solutions can interpret customer and agent needs – and interact effectively to meet them.
What distinguishes commercial market leaders is the care and effort they invest in designing these interactions. Simply mining an FAQ or other knowledge source can create dialogue flows that don’t adequately anticipate user expectations and unstated needs. By using specialized user interface design techniques and tools like journey mapping, as one example, organizations can design conversational AI tools to share information in the right context at a moment that matters. That, in turn, enables them to quickly and effectively guide the user to their appropriate answer.
Don’t forget to look inside, too
Consider how AI-powered service could be applied for purely internal functions – particularly the IT helpdesk. Imagine having a voicebot-based password reset capability and how many human resources could then be deployed to higher-level troubleshooting and support needs. Implementing that solution also provides another avenue for experimentation and skill building among employees.
When implemented well, Applied Customer Engagement+ creates an ecosystem where customers prefer to use automated channels to answer simple questions or complete transactions. Just as experience leaders have extended transparency and control, federal agencies can extend Applied Customer Engagement+ across channels so it’s easy for people to access the information and services they need. Automating more customer needs also reduces call volume – freeing agents to focus on more complex customer questions and requests.
The result: Better experiences at a lower cost.