Government Agencies Call on Chatbots to Improve Customer Experience | Oracle Blogs
Chatbots, those popular computerized personal assistants already hard at work answering customers’ questions in the retail, banking, and utilities industries, now are popping up in government to make citizen services more accessible.
Because they incorporate machine learning and artificial intelligence (AI) to answer questions without human intervention, chatbots are perfect for guiding citizens through routine interactions with government agencies, says Franco Amalfi, director of innovation for Oracle Public Sector North America.
Chatbots can help government agencies serve citizens faster and more efficiently, bridging the gap between the large number of citizens seeking information and the limited resources government agencies have to provide help. They can be particularly effective answering questions in large federal agencies that touch nearly every citizen.
“Citizens no longer need to be kept on hold for long periods of time as they wait for a live customer service agent to answer the phone,” Amalfi says. “Chatbots instantly give people the answers they need from their government.” Although most chatbots in government currently communicate via text, the ability to communicate via voice-activated devices such as Amazon’s Alexa is rapidly gaining traction, he says.
“Chatbots today can have highly meaningful and personalized conversations with citizens about complex topics such as tax regulations [and can help them] fill out complex applications for government housing and even convey their opinions in surveys about pressing issues such as public transportation,” adds Dan Kuenzig, Oracle SaaS cloud specialist for CX, public sector.
Amalfi also describes early-adopter government agencies providing chatbot services in GCN, a newsletter about computer technology, tools, and tactics for government professionals in the public sector.
Citizens want more from their government agencies today, says Amalfi, including real-time access to information, and chatbots and other technology using AI “can give citizens just that—an effective means of communication and increased engagement with governmental agencies in an ever-connected world.”
A few days before Hurricane Irma hit South Florida, Eric Bailey asked, “Has anyone researched news sites capability to provide low-bandwidth communication of critical info during crisis situations?” The question was timely — two days later, CNN announced that they created a text-only version of their site.
On Friday, September 14th, Rep. Yvette D. Clarke will host her panel entitled "Smart Cities and You Part II: A Movement for Inclusion to Seize 21st Century Opportunities" during CBCF's 48th Annual Legislative Conference.
The City of Cleveland is accepting proposals from accomplished consultants to lead the development process for Cleveland’s new Form-Based Zoning Code (FBC).
For some, a city full of little boutiques and expensive coffee shops is the ultimate sign of progress and growth. But for the people who have lived there much longer — whose homes stood long before the frozen yogurt and the bike lanes — this can be a painful process.
AMERICA rarely looks to the bureaucrats of Brussels for guidance. Commercial freedom appeals more than dirigisme (i.e “state control of economic and social matters”) …But when it comes to data privacy, the case for copying the best bits of the European Union’s approach is compelling.
Smart city techies will arrive in Cincinnati this week to learn about smart mobility and infrastructure projects taking hold across the greater Cincinnati-Kentucky-Indiana region. The second annual Smart Cincy Summit opens Thursday, April 26 in Cincinnati, and is set to attract about 250 state and local leaders.
The path forward for smart cities is not without its obstacles and challenges, many of them far removed from the worlds of tech, and instead more linked to the societal, political and financial factors.
To want a strong economy is a no-brainer, but such a luxury doesn’t come with a single snap of a hand or passing of a bill. Success always comes at a price; in this case, rapid economic growth in cities is commonly associated with an increased level of income inequality. As the economy grows overall, in other words, those with higher incomes thrive while those with lower incomes remain stagnant
Crumbling infrastructure and depleted government budgets are putting a strain on municipalities, states, and communities across the country. At the same time, advances in technology are creating new opportunities to solve our most pressing needs that can help to alleviate these stresses for agencies and communities.