Join the ACT-IAC Customer Experience COI member meeting featuring the topic "AI in Action: Enabling Smarter Service Interactions." Discover how AI is transforming government interactions and empowering faster, more personal service to citizens in every interaction.
Government service interactions are being compared with the best experiences people have in the private sector, fast, digital-first, and increasingly personalized. People now assume 24/7 access, clear status updates, and minimal effort, particularly on routine questions. The volume and scale of citizen service needs are straining traditional models, with even the most well-run contact centers and service teams overwhelmed by spikes, seasonality, policy changes, and downstream impacts of limited staffing.
That reality makes the case for AI as a practical capacity multiplier, handling routine intents, accelerating triage, and supporting agents so humans can focus on more complex and higher-value cases. People often have multi-part problems tied to benefits eligibility, life events, and cross-agency journeys. AI can help by making service smarter at the point of need.
Hear how agencies are harnessing AI for better intent detection, guided next-best actions, retrieval of authoritative answers, and smarter routing, reinforced by America’s AI Action Plan.
What We’ll Cover
- From experimentation to responsible adoption at scale
- Meeting citizen expectations in a digital-first world
- Scaling service delivery without scaling cost or burden
- Addressing complexity across journeys
- Positioning CX leaders for what’s next
Panelists:
- Ryan Palmer, Architecture Lead – AI Services, General Services Administration (Invited)
- Param Soni, CIO and Chief AI Officer, Bureau of Economic Analysis, Department of Commerce
- Patsy Dahlheimer, Sr UX Specialist, CGI Federal
- Dr. Nathaniel Fuller, Senior Fellow – Research Lead, Innovation & Artificial Intelligence, Noblis
Smarter service is about equipping teams with better tools to serve the public with clarity, speed, and trust. Join us to explore what that looks like in practice.
United States