How AI and HX design can enhance constituent engagement

Artificial intelligence is playing an increasingly important role in improving a variety of federal and state government services, but digital experts like Gretchen Brainard, principal at Deloitte Consulting LLP, say it has particular potential in enhancing constituent engagement.

People are accustomed to using search engines like Google to find answers to their questions, she says in a new FedScoop podcast. The question she poses is, “Why don’t we have that same commercial experience and ease of use when trying to find information from government agencies?”

Deloitte is trying to close that gap, she says, by working with Google Cloud and leveraging “cutting-edge AI capabilities — combined with our industry and ‘human experience’ expertise — to transform how government organizations engage with their constituents and make services more accessible, efficient, and responsive to people’s needs.”

Brainard highlights what human experience (HX) design looks like and examples of ways agencies can capitalize on it.

“With HX design, [a government] website doesn’t just offer a one-size-fits-all experience. Instead, it’s tailored to the individual’s preferences and needs,” she says in the podcast, which was sponsored by Deloitte.

“By leveraging Google Cloud’s natural language processing capabilities to transform the chatbot into a conversational AI assistant, it’s possible to “understand and respond to complex queries in real-time. This not only reduces the burden on human agents but also provides constituents with quicker and more accurate assistance, resulting in higher constituent satisfaction,” she says.

“HX design also empowers government agencies with data-driven insights. By analyzing constituent behavior and feedback, agencies can continually refine their services.”

Brainard also offers recommendations for agencies to consider as they strive to enhance constituent engagement in general and leverage AI, in particular, to do so.

Learn more about AI’s potential with human experience design from Deloitte.

This podcast was produced by Scoop News Group, for FedScoop, and underwritten by Deloitte.