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

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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.

The white paper explores:

The current challenges faced by local governments
The implications of issuing a Section 114 Notice
The push for productivity within local governments with limited resources
The Local Government Authority’s twelve strategic outcomes
The importance of building a strong foundation of reliable data
How AI can reimagine inefficient workflows and improve customer service

+44 1276 457000

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.