It was recently reported that contact center experts are encouraging organizations to use automation and data-driven analytics in their government services so as to be more efficient.

Indeed, MeriTalk and ServiceNow revealed the importance of teams creating an omnichannel digital experience using automation and analytics to improve customer service. It can also be used to facilitate a proactive approach to government services, such as having a robot doing the intake process for requests and automating some of the simple data collection.

By doing so, it will enhance the quality of the services and help more effectively customers.