Building a better citizen experience with contact center modernization strategies
How agencies are prioritizing constituent engagement with customer experience (CX) strategies that aim to modernize the communication channels.
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chatbots
GSA leads rise in automation projects governmentwide
The Federal RPA Community of Practice is behind much of the increase, despite RPA being but one type of automation.
Federal agencies look to user-first tech in pandemic response
A new report from the Partnership for Public Service and Microsoft offers lessons learned from how federal and state governments used technology in their pandemic responses.
Agencies push to a new normal with the power of artificial intelligence
The pandemic could have brought agencies to their knees with citizen requests, but IT leaders are leaning into AI and ML tools to support the mission.
OPM looks to AI to save employees from reading boring regulations
OPM is looking into possibly acquiring natural language processing technology "to gain insights into statutory and regulatory text to support policy analysis."
Meet Sam, USA.gov’s new scam-fighting chatbot
Sam is the team's first foray into automation.
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New GSA contract will offer automation services for contact centers
The new SIN will offer a range of automated and bot-technology solutions through a list of more than 4,400 vendors.
Agencies look to digital personal assistants to lay foundation for self-service
A pilot program is taking shape that seeks to help agencies integrate their public information into digital personal assistants like Amazon's Alexa in hopes of laying a…
Facebook Messenger: The new way to contact the president
Starting Wednesday, you can message the White House on Facebook and let the President know what is on your mind.
Techies: In 5 years, chatbots could become a govt customer service norm
Booz Allen Hamilton and Conversable are teaming up to tackle what could be government’s next big move to improve customer service — chatbots.