Improving the Citizen Experience: Using AI for CX

Published on: March 27, 2025

Author: Beth Schultz, VP of Research & Principal Analyst Not available for licensing. Leading FED/SLED agencies are improving citizen engagements, streamlining internal processes, and boosting key measures using a range of AI technologies for CX.
Table of Contents

  • Fed/SLED Agencies See AI as Catalyst to Change

  • AI Getting Bigger Piece of CX Budget for Fed/SLED

  • Fed/SLED Leaders Tapping AI, Automation to Transform CX

  • Fed/SLED Speeding Time to Resolution with AI

  • Fed/SLED Catching the Generative AI Wave

  • Driving Value for Citizen Engagement with Conversational & Predictive AI

  • Agency Reps Get Help from AI Assist

  • AI for Agency Supervisors: Easing Work Requirements

  • Fed/SLED Applying AI to Boost Benefits of Gathering Feedback

  • AI for CX Leads to Agency Success Improvements

  • Recommendations for CX Leaders at Fed/SLED Agencies


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