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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centers, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of US contact centers, ContactBabel has identified three significant concerns and issues which are found in many public sector & government customer contact operations:
- Reduce queue lengths and call abandonment
- Improve the uptake of self-service and digital channels
- Reduce cost per contact across channels.
This report quantifies the challenges that public sector & government contact centers are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
Reduce Queue Lengths and Call Abandonment
- Optimizing self-service alternatives
- Understanding what drives customers to call
- Reducing unnecessary time in the call
Improve Self-Service & Digital Channel Uptake
- Customer channel usage and preference
- Analyzing self-service failures and optimizing digital contact
- Using chatbots and voicebots more effectively
- Improving email resolution rates through intelligent automation
Reduce Cost per Contact
- Intelligent call routing
- Automated customer authentication
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
