The AI-powered chatbots are capable of answering simple questions, scheduling appointments, or providing general information about public services. They can be used by government agencies as an interactive channel for customer service to improve the digital experience for citizens. This allows agencies to respond faster and more accurately than through traditional channels such as phone or email.
How exactly can government agencies use chatbots? Let's find out the answer with the following 5 examples.
-
Chatbots Deliver Online Customer Support 24/7
Chatbots are designed to respond to customers and give them access to the information they need. They can provide 24/7 support, improve consumer experience and reduce the workload of agents. For instance, Proto's AI chatbot for governments helps agencies fully automate service delivery by giving uninterrupted public assistance and handling repetitive support requests in multiple languages, including underserved populations.
The constant availability of chatbots means that customers no longer have to wait in line at the office to ask a single question. Government agencies can deploy chatbots to help consumers get instant and accurate data. This also frees up human agents from handling basic and repetitive queries.
-
Chatbots Gather Feedback From Citizens
The use of AI chatbots in the contact centres of government institutions can establish effective communication with the public. The chatbot can ask customers about their experiences and opinions on the current status of certain government services, or even what they would like to see in the future.
This way, clients can give their feedback on services or policies directly in the online chat window and are more likely to express their opinions because the process is simple and less time-consuming. Thanks to online chatbots, governments can build successful policies based on customers’ needs and preferences.
By using chatbots, it is possible to get deeper and more useful insights, thus gaining people's trust. Bots also help automate citizen protection by overcoming rising complaint volumes, limited resources and outdated manual whistleblower processes, making it easier to analyze complaint trends for rapid policy decision-making.
-
Chatbots Reduce Costs
Governments can reduce costs and deliver more personalized service to each citizen by leveraging AI chatbots and simplifying the processing of repetitive queries. Because the bots are programmed to answer consumer requests 24/7 and provide prompt responses, there is no need to hire additional staff to serve all incoming customers.
One of the biggest advantages of chatbots is that they do not need to be paid as much as human support agents for their work. This way, companies can save money and spend more on other areas like advertising or customer service agents.
Besides, many government agencies face the problem of having to support their clients in a variety of languages. But instead of overpaying human agents, they can deploy conversational AI. The solution is smart enough to understand local and rare languages. Conversational AI chatbots support human-like conversations with enough flexibility to switch between topics. You only have to pay for the deployment and subscription of the bot.
-
Chatbots Raise Awareness About Regulations and Legislation
In emerging markets where people do not have proper access to government regulations and laws, it is critical to increase their awareness of their rights and responsibilities and equip them with an effective recourse method. In addition, some people do not have enough spare time to read lengthy legal documents. The use of chatbots is a practical way to answer customers' questions rapidly and accurately. This way, citizens can get the information they need in a simple format via chat.
Chatbots for government agencies can answer questions about the laws and regulations in a particular country with accurate, up-to-date and easy-to-understand information. Therefore, clients have more trust in public services because they are protected by scalable and accessible consumer recourse channels.
-
Chatbots Slash Wait Times
Chatbots can be used by government agencies to reduce wait times for customers who want to get in touch with them. They can provide the information consumers require at any time, ensuring they do not have to hang on hold or fill out lengthy online forms. In 2021, the average wait time for public sector clients using live chat globally was 48.7 seconds, but thanks to AI chatbots, that time can be reduced by up to 2 seconds. Chatbots can help people get information about all government services with less wait time.
Summing Up
Chatbots are being effectively used by government agencies for customer experience improvement. They can answer questions or provide information about a specific program or service. Using bots is a great way for clients to communicate with companies and government agencies in a preferable language. These solutions can help with customer service and raise acquisition and retention. They also ensure consumers get a more personalized experience.
No comments yet