Use Case Overview

Government agencies often struggle to efficiently serve citizens who require information, services, and assistance. Traditional service delivery methods lead to long wait times, limited availability, and a lack of 24/7 accessibility, causing citizen frustration and administrative inefficiencies. Smart Assist, an end-to-end AI-native contact center as a service (CCaaS), is the innovative solution that transforms how government agencies interact with citizens, making public services more accessible, efficient, and user-friendly. It leverages AI to drive the customer experience, routing experience, and agent experience from start to finish. By implementing Smart Assist, government agencies can modernize their service delivery, enhance citizen engagement, and streamline administrative processes, ultimately improving the overall citizen experience with government services.

Challenges/Pain Points

• Government agencies handle a wide range of citizen inquiries and requests, such as obtaining information about government programs, permits, licenses, and vital records. They need an efficient and user-friendly way to serve citizens and streamline interactions.
•  High agent turnover is a common issue in contact centers dealing with frustrated citizens, and agents often lack the right tools and information during conversations.
• Contact centers face challenges in delivering prompt and delightful citizen experiences, leading to lower customer satisfaction and loyalty.
• Providing effective, self-service yet personalized responses to each citizen has been a struggle, with limited success in implementing AI technologies.
• The COVID-19 crisis created unprecedented challenges for the contact center industry, including high call volumes, remote work difficulties, and high agent attrition.

Solution

Kore AI’s Smart Assist is an AI-native solution that addresses these challenges by providing:

• Information Access – Citizens can easily access information about government programs, services, and eligibility criteria through natural language interactions with a virtual assistant.
• Service Requests – Citizens can initiate requests for permits, licenses, or vital records, simplifying the application process and reducing paperwork.
• Form Assistance – The virtual assistant guides citizens through complex government forms, ensuring accuracy and completeness while reducing errors.
• Appointment Scheduling – Citizens can schedule appointments with government agencies, reducing the need for in-person visits.
• Status Updates – Real-time updates on the status of citizens’ requests, applications, or appointments provide transparency and peace of mind.
• Automation – The solution offers intelligent automation, deflection to chat, or escalation to agents based on each unique use case through AI that understands the intents and sentiment of each customer.

Benefits

• Accessibility – Citizens gain 24/7 access to government services, eliminating the need to wait for office hours.
• Efficiency – Reduced wait times and faster access to information and services enhance citizen satisfaction.
• Cost Savings – Automation of routine inquiries and processes reduces the workload on government employees, allowing them to focus on more complex tasks.
• Data Insights – Valuable data collected by the virtual assistant aids in identifying common concerns and areas for service improvement.
• Scalability – The virtual assistant can efficiently handle a large volume of citizen inquiries and requests simultaneously, ensuring seamless service delivery.
• Improved Customer Experience – The solution enhances customer experience by providing natural language interactions, instant responses, and empathetic agent assistance.
• Flexible Deployment – It can complement existing solutions or transform the contact center with an end-to-end AI-native approach.

With Smart Assist, government agencies can significantly improve the citizen support experience, reduce costs, and enhance their ability to capture and respond to citizen requests efficiently.