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The Public Sector Can Teach Us a Lot About Digitizing Customer Service

October 31, 2018 | Alireza Nili, Alistair Barros, Mary Tate | Data, AI, & Machine Learning

Digital customer service agents (known as virtual assistants, chatbots, or softbots) are typically used to sift through and process only the most straightforward customer inquiries, such as requests for basic information. At most companies, complex issues get passed along to human agents. In that regard, public sector agencies in Australia are ahead of the curve: They are using digital agents to handle complex inquiries from citizens, and businesses stand to learn much from these applications.

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