When most people hear “Interactive Voice Response”, or IVR, they picture standard automated phone menus: calling a customer service line, listening to a monotone prompt, and pressing “1” for billing. Because of this, voice automation gets a bit of a bad rap. But behind those…
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The combination of human expertise and artificial intelligence within public sector customer service represents a shift from a historically slow, rigid system to an agile, citizen-centric ecosystem. Government contact centers are uniquely burdened by unpredictable volume spikes, driven by anything from an election cycle to…
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Providing a modern customer service experience is a fundamental necessity for government housing authorities because it directly impacts the dignity and stability of the residents they serve. For many individuals, the housing authority is the primary “front door” to essential services, and a streamlined, digital-first…
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If you’re a government employee, you’ve probably been using the same software and technical tools for several years. This is typical, due to the lengthy procurement process, combined with a need to source only proven, secure, and reliable software and cloud services. Plus, change is…
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The modern power grid is under a level of pressure not seen since the dawn of electrification. The culprit? The explosive growth of AI server farms—digital titans that require massive, unfailing blocks of power to fuel the global AI revolution. For utility providers, this “grid…
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The dawn of the 21st century has witnessed a technological revolution that has reshaped human interaction. One of the most remarkable predictions of the past (pictured here), the notion of “the telephone will be carried about by the individual, perhaps as we carry a watch…
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Artificial Intelligence is revolutionizing our world as we know it. Countless industries, including customer service, are rapidly adopting AI in ways that you may not have thought of. These aren’t a replacement for the customer experience you’ve already built, it’s more of a sidekick to…
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It has become common place to acknowledge four specific generations of today’s consumers and workers, who all come with their own distinct sets of values, expectations, and preferences when it comes to customer experience (CX): The Younger Gen (Millennials and Gen Z) and the Elder…
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Artificial Intelligence is evolving at a rapid rate and popping up in every aspect of human life. While certain aspects of AI are still being perfected, like generative AI and its tendency to add and subtract fingers at will, there are AI applications that have…
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Providing exceptional customer experiences (CX) in the fast-paced world of public transportation requires its own unique blend of human expertise and technological support. Customer service representatives in the transit space need to have a strong understanding of the system they support, as well as a…
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