Artificial intelligence part of federal customer service push into the digital world

Education Department’s Federal Student Aid employees keep an eye on students headed toward default. In some states, people can register online for a replacement Social Security card. U.S. Immigration and Citizenship Services has Emma, a virtual assistant with artificial intelligence, who helps applicants who are literally and figuratively lost in translation. These agencies use information, administration and communication to improve customer service — models that all of the federal government should be following, according to a report released Feb. 23 by the Partnership for Public Service and Accenture Federal Services. The report includes four main challenges agencies need to address: Data Governance Communication and engagement Workforce management “There is a lot of interdependency, you really need to do all these things to have a lasting, meaningful impact on customer experience,” said Kathy Conrad, director…


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