Google’s Karen Dahut on the transformative impact of AI on enhancing CX

Google Public Sector CEO Karen Dahut shares her insights on where she’s starting to see the use of AI, or generative AI, make a material difference in improving the customer experience for American citizens over the past year. “U.S citizens have an opportunity to engage with their government differently because of AI,” says Dahut. She talks about how it’s been able to provide specific information during natural disasters and help navigate government websites. For example, Maui implemented a generative AI call center tool during wildfires to provide location-specific information. Dahut also explains AI empowers government employees to perform their duties more effectively.