UK Contact Centre Forum

  • DATE
    Thu 27th June 2024
  • TIME
    11:00 – 12:00
    Microsoft Teams

AI and Digital channels are playing an instrumental role in enhancing citizen engagement in local government. By leveraging AI-powered chatbots and the use of self-service, local governments can provide citizens with round-the-clock access to information, as well as answer common queries and drive a faster more efficient customer experience.

Join Kerv and Genesys experts on the 27th June as we discuss the following:

  • Using customer data to ensure intelligent routing on the right channel (voice, email, chat, SMS, social media).

  • Enhancing self-service capabilities: how an AI-powered self-service strategy allows citizens to find information quickly, allowing the agents to deal with more complex requests.

  • The importance of balancing AI efficiency with human empathy.

  • How Councils can ensure they are putting AI, Data and CX at the forefront of their decision making process.

Read more about our previous CX and AI Local Government roundtable sessions here