Integrating automation to improve CX

How integrating automation can help improve government’s delivery of the recent customer experience executive order.

Published 26 January 2022
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By

Dan Chenok

Executive Director

IBM Center for The Business of Government chenokd@us.ibm.com

The Daily Scoop Podcast with Francis Rose spoke with me this week on how automation can help improve government’s customer experience. We discussed self-service questions, second-tier detailed questions, and unique questions posed by citizens and how all three can be handled with AI for a better service experience. We also discussed intelligent automation, barriers civilian and defense leaders experience, and how to overcome them to build a roadmap for better customer service through a series of upcoming dialogues.

Listen to the complete interview!