Miles Jamison
Deloitte and Amazon Web Services are working together to employ generative artificial intelligence in strengthening customer service and bolstering public trust in government agencies.
The global consulting firm said Monday it will partner with AWS in utilizing generative AI to enhance the government’s digital contact centers to provide better service to their constituents.
The partnership involves using Deloitte’s TrueServe platform to offer AWS’ Contact Center Intelligence and Amazon Connect services to government customers.
Through the platform, agencies can use the following features:
- GenAI technology for assisting call center agents in completing routine tasks and providing complex information to callers swiftly
- Advanced data analytics for supporting enterprise reporting and decision-making
- Integrated information from different sources that enable agents to use a customer-focused console on a single screen
- Real-time translation services for callers
Amazon Connect is designed to enable agents to interact with callers using only one interface even if they do so through various communication channels like text messages, calls, chat or emails. The agents use generative AI and machine learning to access caller information, understand issues better and receive guidance in resolving these issues.
The two companies will also support contact center leaders in forecasting demand, optimizing scheduling and streamlining interactive contact center training. In addition, government employees who use the AWS tools will be provided with proper training and certification.
Shelly Metschan, a Deloitte Consulting principal who leads digital contact center services for its government clients, pointed out that digital contact centers are the “primary point of interaction” between the local government agency and the public. She also stressed the importance of proper communication in boosting trust in government agencies.
