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AI-driven constituent engagement in government contact centers

With rapid advances of AI, contact centers are undergoing a transformative shift, aiming to enhance constituent engagement and satisfaction.

In brief
  • AI-powered omnichannel bots provide constant customer service, analyze data for tailored constituent engagements, and offer real-time translation services.
  • AI solutions can analyze and route constituent complaints for timely resolution and assess feedback for improved service and policymaking.
  • AI solutions can conduct proactive outreach based on predictive analytics to enhance engagement and participation in applicable government programs.

Driven by consumer technology and the pandemic, constituents demand better and smarter digital engagement experiences with government. Contact centers serve as primary touch points, offering constituents avenues to voice concerns, seek information or access services. With the rapid advances of artificial intelligence (AI), these contact centers are undergoing a transformative shift, aiming to enhance constituents engagement and satisfaction. Let's look deeper into how state and local government contact centers can leverage AI to driver quicker, better and more meaningful experiences for constituents.

How EY can help

Enhancing constituent engagement with AI

  1. Always-on customer service: AI-powered omnichannel bots can serve as the first point of contact, providing instant responses to frequently asked questions, guiding constituents through processes and directing complex queries to human agents when necessary. This ensures round-the-clock accessibility and timely assistance for constituents.
  2. Personalized experiences: By analyzing constituent data and interaction histories, AI can facilitate personalized engagements. Whether it’s accessing specific government services, receiving tailored information updates or addressing unique concerns, constituents benefit from a more customized and efficient experience.
  3. Multilingual support: State and local governments often cater to diverse populations. AI-driven language processing tools can offer real-time translation services, ensuring that language barriers do not hinder constituent engagement and access to vital services. This reduces the need for contact to staff multilingual agents.

 

AI use cases for constituent-centric contact centers

  1. Intelligent case management: Upon receiving a constituent complaint or inquiry, AI solutions can automatically analyze the nature and urgency of the case. Based on predefined criteria and historical data, AI solutions can route the case to the appropriate department or personnel for timely resolution. For instance, a complaint related to public safety could be prioritized and routed directly to the relevant law enforcement agency.
  2. Voice of the constituent and sentiment analysis: AI tools can analyze constituent feedback gathered through contact center interactions, emails or social media. By gauging sentiment and identifying recurring concerns or suggestions, governments can make data-driven decisions to enhance services and policies. For instance, sentiment analysis can be used to identify growing dissatisfaction among residents regarding public transportation delays, leading to targeted improvements and better service delivery.
  3. Proactive outreach: AI-driven predictive analytics can identify constituents who might benefit from specific government programs or services based on their profiles and past interactions. Contact centers can then initiate proactive outreach, informing constituents about relevant opportunities or updates, and fostering greater engagement and participation. For instance, a state agency can identify eligible families for a new childcare subsidy program, enabling contact centers to proactively reach out with information, resulting in increased enrollment and support for families in need.

 

The views reflected in this article are the views of the author(s) and do not necessarily reflect the views of Ernst & Young LLP or other members of the global EY organization.

Summary 

By leveraging AI, government agencies can reduce the cost to serve while improving constituent experiences. AI solutions are redefining constituent engagement in state and local government contact centers. AI can enable personalized interactions, proactive outreach and streamlined service management, allowing governments to create stronger connections with constituents, enhance services and help build better communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.