Can Chatbots Really Deliver a Better Citizen Experience?
The survey also shows that 65 percent of state CIOs believe that artificial intelligence (AI) is the emerging technology area that will have the biggest impact on citizen experience in the next three to five years. This includes using machine learning (ML), robotic process automation (RPA), and chatbots to advance digital government. As state IT leaders look to the future of digital transformation, chatbots offer the perfect opportunity to dip their toe into the waters of AI. To be more specific, chatbots are a great way to offload some of the basic tasks that call center agents handle. By automating information delivery in a conversational manner, citizens get the information and services needed and call center employees can concentrate on more complex questions that require greater effort. Full article: https://www.avaya.com/blogs/archives/2020/10/expectations_with_ai_and_chatbots/
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