Technology Spotlight: Applied Customer Engagement

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Improving the Citizen Experience with Virtual Agents

It's getting increasingly difficult to separate the personal from the professional — and that especially applies to the customer experience. Today, as constituents experience smoother and more user-friendly interactions with commercial service providers, they have come to expect that same speed, ease and personalization from government. This can seem like a tall order, but it's more crucial than ever as agencies experience a massive surge in citizen inquiries.

To help federal agencies make the best use of AI-backed and virtual technologies to improve the customer experience, Accenture developed its Applied Customer Engagement (ACE+) platform. ACE+ looks to revitalize contact center operations by tapping machine learning to analyze real-world interactions, uncover new insights, and equip virtual and human agents with the ability to deliver services more effectively.

Learn more in the article below!

This content is made possible by our sponsor Accenture; it is not written by and does not necessarily reflect the views of NextGov’s editorial staff.

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