Federal government agencies are under pressure to deliver vital services to constituents more efficiently and with the same customer-centricity that these stakeholders are used to experiencing from retailers and service providers. While, in the past, it’s been difficult for federal government agencies to even consider delivering this level of service in contact centers and other frontline customer environments, the focus on integrating AI into service delivery is poised to be a game changer.
While private sector organizations are motivated to improve customer experience and service delivery to boost loyalty and increase revenue, federal agencies are looking to improve service delivery to contain the costs of mission success. In the case of the Department of Energy, for example, operates contact centers to support three main constituencies – the public for informational inquiries, program-specific support for researchers, and internal stakeholders with day-to-day operational issues. By providing these users with alternative communications channels and sources of information, contact center employees are freed up to handle more complex cases or assist users who are less comfortable with digital tools on the phone. The Department of Veterans Affairs faces a similar situation with increasing demand for support and healthcare from veterans of the Iraq and Afghanistan wars. And these are just two out of 2,000 federal agencies all with vital missions and limited resources.
There are many ways in which AI can assist federal agencies in improving customer experience and service delivery. However, one of the use cases where federal agencies can see immediate returns on their investment is the implementation of AI in contact centers. On the front end of customer interactions in contact centers AI can help triage calls to ensure they are answered in a timely manner or directed to the right department and chatbots can provide answers to commonly asked questions, eliminating the need for a human agent interaction entirely. Behind the scenes, AI can play a vital role with automation and orchestration of data and existing workflows to ensure interactions are handled correctly, audited for compliance, and above all secure.
“AI – particularly generative AI like chatbots and other agentic AI – has the capability to transform customer experiences and service delivery for federal agencies,” shared Jerry Dotson, Vice President of Public Sector at Avaya. “As was shared in a recent Forrester Consulting study on the future of AI-powered customer experience, the biggest concern about AI integration is the cost.” Cost concerns shouldn’t only be defined as the monetary costs of acquisition and modernization, Dotson added. “They also include the costs of disrupting existing workflows, breaking down data silos, and even the costs of retraining agency workers. However, when an agency works with a trusted technology partner that has deep experience in deploying AI in complex IT environments and combines that knowledge with the agency IT team’s knowledge of their unique environment, both direct and indirect costs can be contained and a mission-critical advantage delivered.”
With the changes sweeping through the federal government in 2025, federal agencies should look to integrate AI to meet the imperatives of IT modernization, improving service delivery, and making government more efficient. As Joe Gebbia, the co-founder of Airbnb and governmental efficiency advisor shared recently, “we really believe that the government can be an Apple store-like experience: beautifully designed, great user experience, modern systems.” By working with a knowledgeable and trusted partner, federal government agencies can get a head start on integrating AI and avoiding common problems that stand between the agency and success.
Unlock the power of AI with essential insights from Forrester Consulting on behalf of Avaya.