Brenda Marie Rivers
Oracle has integrated artificial intelligence into its cloud-based customer service tool in an effort to improve the delivery of government support to users, Government Technology reported Thursday.
The updated Customer Experience for Public Sector tool includes case management features designed to enable government workers to handle large amounts of data from multiple sources from various years.Â
The CX Cloud also lets caseworkers determine appropriate courses of action while enabling citizens to identify relevant benefit programs.
Peter Still, senior principal product strategy manager of customer experience at Oracle, wrote in an email to the publication that the updated tool may help provide context on cases such as child welfare, which requires long-term analyses of situations involving various caregivers.
He added that the CX Cloud may also help the government keep track of families with members under multiple benefit programs as well as immigration and law enforcement authorities investigating an individual’s personal relationships.
