As AI takes on more routine tasks, the value of human judgment may actually increase

AI can help government agencies deliver faster, more effective customer service, but technology alone isn’t enough.

In a conversation with Federal News Network, Kevin McCreight, vice president for account management at TTEC Digital, discussed how federal agencies can modernize customer service while navigating legacy technology, evolving citizen expectations, and growing interest in AI.

McCreight emphasized that successful modernization starts with meeting citizens in the channels they prefer and helping them reach the right answer faster. At the IRS, he sees opportunities to expand voice self-service beyond basic information to authenticated, account-specific transactions, while using AI-powered agent assist to give employees relevant information and recommended next steps in real time.

He also cautioned against viewing AI adoption as a rip-and-replace technology exercise. Agencies need solutions that integrate with existing infrastructure, minimize technical debt and can evolve as technology changes. Just as importantly, AI-enabled service requires the same attention to training and quality assurance that agencies apply to human agents.

Listen to the full podcast, "The Federal Drive with Terry Gerton," here.