Innovation Insights from the Google Public Sector Summit
Teresa Sabol, Vice President of Federal at TTEC Digital, was recently featured on Fed Gov Today for insights she shared at the recent Google Public Sector Summit.
According to Sabol, introducing artificial intelligence (AI) into government contact centers can improve both efficiency and empathy.
“AI is moving at a very fast speed,” Sabol explained. “It can offload calls or contacts that could easily be answered by automation. That lets human agents focus on the issues that truly need their expertise.”
Sabol also shared how TTEC Digital’s AI Gateway allows agencies to integrate artificial intelligence into existing contact center systems without replacing their existing platform. Even on-premises systems can adopt AI capabilities for authentication, self-service, and intelligent routing.