Informed cost reductions and efficiency gains often yield a direct, positive impact on customer satisfaction. For example, agencies might deploy Enhanced Customer Satisfaction automated solutions, such as AI-powered virtual agents to handle routine inquiries instantly and speed resolution times.
This is a win not only for customers, but also for employees
By reducing the number of rote, mundane mobile database tasks, agencies work to improve agent/employee satisfaction. This can in turn lead to increased retention, a more skilled workforce and subsequently, even more satisfied customers. This creates what I call a concentric spiral of joy and satisfaction.
Because an AI-powered cloud platform integrates customer interactions and data across channels, business units can personalize engagements based on unique preferences and historical data. With 24/7 availability, services are accessible at any Enhanced Customer Satisfaction time, potentially reducing wait times and accommodating diverse schedules.
For example, rather than asking customers to hold in a queue, you can use AI tools to offer callback services. This leads to not only reducing the burden on customers but has a direct, bottom-line impact by reducing telecommunications costs.
Agility and Innovation
Many agencies find that migrating to a cloud the existence of dual application solution ultimately enables both agility and innovation. On-demand resource availability and optimized provisioning capabilities can accelerate the adoption of new technology and enable scalable and agile deployments.
Cloud platforms can also seamlessly scale services to handle any surge in demand — expected or not — helping to ensure uninterrupted access during peak periods. It fosters continuous innovation and integration with modern AI tools for more effective and responsive public services.
Adopting AI tools can address another challenge in the public sector —
The aging workforce or “silver tsunami.” According facebook users to 2022 data from not-for-profit USAFacts, more than a quarter of federal workers fall into the 55-plus age range. Many organizations face the risk of losing institutional knowledge Enhanced Customer Satisfaction when those workers retire or leave.
When that knowledge walks out the door, it adds significant risk to delivering positive customer experiences. By providing less-experienced agents with real-time access to historical data and automatic prompts served up through an AI-powered contact center platform, those agencies can help level up their workforce.