Change the experience with AI
December 11, 2018
December 11, 2018
AI makes it possible to extend human capabilities in ways that were once unimaginable. In addition to being a transformational technology, AI is a powerful economic engine. In fact, it’s already delivering results, including cost savings, increased productivity and more efficient use of the workforce. By some estimates, AI technologies could virtually double the rate of annual economic growth in 12 developed countries, including the United States, by 2035.
Combining AI with massive data sets, federal agencies can train machines to mimic human judgment and analytical skills. And they can use AI to transform the customer experience for greater personalization, more efficient service delivery and, ultimately, better mission outcomes.
Fjord’s 2018 Trends point to three AI developments affecting citizen experience: The expanding role of data-driven algorithms, an evolution in voice-enabled digital assistants and users’ growing trust in both.
Customers are increasingly comfortable with algorithm-powered services and experiences, which can serve to strengthen relationships—or create barriers to engagement.
To succeed, organizations need to understand how algorithms can serve as gatekeepers. From there, they need to find new ways to educate and influence customers’ decisions and their customers’ chosen algorithms.
Discover how algorithms will redraw the boundaries of traditional marketing and service—and explore the other six trends—in this year’s full report.
Artificial intelligence is already deeply ingrained in the private sector. Now government agencies are increasingly using AI-enabled capabilities to address customer expectations. Here are just three examples:
Ready to use AI to enhance citizen experience? Start with five steps for achieving sustainable success:
AI is transforming organizations in ways not seen since the beginning of the Digital Revolution—fundamentally reinventing how they deliver, execute and perform. Implemented responsibly, AI will help amplify human thoughts and activity to improve how we live and work.
For the federal government, these technologies will accelerate decision making and free the workforce to focus on mission-critical, increasingly complex activities.