凯捷：2025人工智能：公共部门优质客户服务的关键要素探究报告（英文版）（20页）.pdf

1、Could AI be the key that unlocks great customer service in the public sector?Introduction:this is what AI could really look like in the public sector4An unprecedented opportunity to elevate customer service5The current use of AI in public sector customer service8Four steps to consider if you are thi

2、nking of adopting AI in customer service14Whats inside4|Could AI be the key that unlocks great customer service in the public sector?1 Capgemini Research Institute,Unleashing the value of customer service,2025This is what AI could really look like in the public sectorWhen single parent Lucas loses h

3、is job,his first concern is how he will care for his teenage children.Late that night,he messages his local governments help service from his phone,to ask what support he can get right now.The service guides him step by step through how to apply for unemployment benefits and access other kinds of su

4、pport,like free school meals.The next morning,a housing advisor calls,already familiar with Lucass situation.They talk through his options and agree on an action plan.By the end of the week,he is receiving support from several government agencies and has only needed to explain his situation once.Luc

5、as recognizes that he received a high standard of service.But he may not know that Gen AI tools and AI agents worked alongside humans to deliver it behind the scenes.These advanced technologies used data shared securely across government including via a unified customer relationship management(CRM)p

6、latform to anticipate needs,pre-fill forms and coordinate services.They called upon other key pillars of strong customer service,such as integrated IT and processes organized around the citizen.And they shared relevant information with public servants who were trained and equipped to step in when it