SAP’s Maria Barcarse explores how generative AI enhances CX for citizens

Maria Barcarse, the Director of North America Center of Excellence at SAP, discusses the impact of AI, specifically generative AI, on improving the customer experience for American citizens. She highlights that AI principles have evolved with technology, citing examples such as blockchain technology simplifying IRS processes, and making tax filing more efficient and accessible. Maria emphasizes that AI-driven technologies have made it easier for citizens to digitize and submit data, leading to quicker refunds and the generation of additional services, like financial concepts and data utilization.