Can chatbots improve government customer service?

Digital Gov Can chatbots improve government customer service? By Bianca Spinosa Jun 28, 2016 Chatbots, the automated messaging programs that carry on conversations with users, may soon be answering citizen questions about government services. DigitalGov University hosted “Automatic for the People: AI, Machine Learning and Chatbots for Digital Customer Service in Government” at the General Services Administration headquarters June 28 to discuss how advances in artificial intelligence and machine learning, including bots, can expand and improve digital customer service. The event took place four years to the day after GSA launched the SocialGov program, which helps agencies’ human employees collaborate and share best practices in order to improve government services. “It’s touching that here four years later we’re talking about that next phase,” Justin Herman, the lead for open government…


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