The great CX reset in government

AI was supposed to cut government customer experience costs. Instead, according to our research with CX Dive, 51.5% of agency leaders say costs have gone up — and not a single agency studied saw a decline.  

Pushing to "automate everything" is backfiring. Trapping constituents in broken self-service loops leads to frustrated, high-cost live escalations that waste budget and destroy public trust. The fix isn't more automation — it's better orchestration.  

Check out our latest white paper to discover how top public sector organizations are breaking the AI ROI paradox by dynamically balancing AI self-service with high-empathy human support.

What you'll gain from this report:

• Predictable AI ROI. A practical formula to route high-stakes inquiries directly to live agents — avoiding wasted bot attempts that drag up overall handling costs.  
• Surge-ready operations. Proven routing strategies to protect response times during tax season, open enrollment, or emergency declarations.  
• Statute-safe compliance. Four operational shifts you need to make to maintain FedRAMP certification, protect constituent PII (Title 13/26), and monitor 100% of interactions in real time.