Content Guru, global leader in cloud communications technology, will be sharing its expertise in utilising Artificial Intelligence (AI) to enhance citizen engagement in the public sector at GovTech 2019.
The event, taking place on Wednesday 2nd October 2019 at the QEII Centre in London, brings together technology and government experts to exchange knowledge on bridging the gap between policy and cutting-edge innovations. In addition to exhibiting at Stand 7, Content Guru’s Deputy CEO, Martin Taylor, will deliver a presentation on how the company uses AI to transform the Customer Engagement and Experience of public sector organisations.
Martin will demonstrate how Content Guru’s AI-driven Machine Agent frees up human contact centre agents to deal with more complex cases and boosts their sense of job satisfaction by handling simple and routine enquiries.
These Machine Agents can be individualised with ‘personality quirks’ to suit different demographics, and can have more than one skill. Skills that a Machine Agent can have include answering calls using Natural Language Processing (NLP), responding to emails, answering queries on web chat, and processing payments, enabling customers to self-serve. Like human agents, Machine Agents can be deployed in different teams across the business and used for varying levels of support.
Martin Taylor said: “Technology is leading a revolution in how governments are engaging with the people they serve, and AI is in the vanguard of this change. Content Guru has a wealth of experience working with the public sector in the UK and around the world, with organisations such as the NHS. I am delighted to have this opportunity to share our expertise to enable Government organisations to create happier citizens and more satisfied agents.”