With legacy systems, response to citizens for information regarding benefits and eligibility is slow and mundane, as often repetitive questions are asked, employees are located in different offices and may be conducting work in the field, making it difficult to collaborate and yet operational costs must be contained.
Goals and Objectives
Improve the quality and timeliness of services and information delivery, while streamlining the repetitive, rules-based, and mundane transactional task normally associated with citizen service.
Cloud-based instant messaging, presence management, mobility solutions, cloud-based web and videoconferencing, desktop sharing and unified messaging; machine learning and chat bots
Use Case Summary
By increasing the productivity and efficiency of workers wherever they are and automating routine transactional tasks through machine learning and chat bots, staff are freed up to perform more complex and higher-valued activities and better serve citizens.