Bratton Riley, CEO of Citibot, has been helping governments leverage communications technology to modernize the customer service experience since 2016. In that time, he's seen AI technology (and government awareness of how it can be used) continue to evolve, and believes that all governments are on a continuum toward becoming more resident-centric organizations — some just haven't quite figured it out yet. And while local governments are essentially a conglomeration of agencies providing services that often have nothing to do with each other — such as registering kids for sports leagues, fixing potholes, getting a business license and paying parking tickets — data on 311 calls have found that the majority of people aren't visiting public-sector websites for such service requests. Instead, most people are just trying to get answers to their questions quickly.
On this episode of ICYMI, Riley discusses how AI has improved both the speed of implementation and quality of the Q&A, approaches to mitigate known issues with generative AI, shares stories of how the technology has helped customers and emphasizes that creating positive digital experiences for the public is the best way to help build trust.
LEARN MORE
- Visit Citibot.io to read about their citizen engagement solutions and book a meeting with Bratton to talk AI.
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