Talking to the Machine: How AI is transforming customer experience in local government

Our new whitepaper ‘Talking to the Machine’ addresses how AI solutions can easily be adopted to streamline services and improve customer experience.

As part of our exploration into AI communication solutions in local government, we’ve also produced a brand-new podcast. It explores the innumerable beneficial impacts adopting AI has on service user’s experience. Our timely, informative and accessible conversation features some of the leading thinkers in the field of AI communications technology today. Sharing their knowledge and experience are:

• David Hawken – Contact Centre Specialist at Somerset Council
• Keith Fulford – Public Sector Strategy Lead at Genesys

David delved into the modern challenges faced by local government contact centres, while Keith shared his insightful industry-based learnings. The conversation explored such questions as:

• How has Somerset Council’s customer experience evolved from initial challenges to current improvements?
• What strategies can we put in place for the future enhancement of service delivery?
• Are there any challenges or concerns with implementing more AI in local government?
• How has the introduction of AI impacted the experiences of citizens interacting with their local government contact centre?

Watch the podcast here.