Agencies can apply artificial intelligence more strategically by unifying Contact Center as a Service solutions and customer service management software to improve mission outcomes.
With combined CCaaS and CSM, AI is able to route inquiries and predict citizen needs, freeing contact center agents for high-impact cases.
Agencies have historically had trouble coordinating their contact centers and CSM software for effective citizen engagement, and call center agents bear the brunt of this disconnect, which hinders adoption of automation and AI capabilities.
“You want to have seamless integration between the product stacks,” says Ryan DeWaele, partner acceleration lead at ServiceNow.
Without that, processes slow down, and agencies can miss the opportunity to gain new AI efficiencies.
DISCOVER: The Army’s CTO put an AI bet on airspace management.
Leveraging AI for More Effective Citizen Engagements
The government wants agencies to be more efficient, and integration between CSM and CCaaS solutions can accelerate AI adoption in contact center operations.
“That could mean automated contact center agents,” DeWaele says. “The AI could also trigger specific workflows or even take specific actions to handle requests.”
AI can surface insights based on the CSM’s knowledge of a caller, in support of more effective engagements. It can deliver conversational self-service offerings and convert text to speech for a thorough, harmonious omnichannel experience.
“Let’s say a request comes through the browser but that person wants to have a chat channel, or maybe they want to call in,” DeWaele says. “There’s a level of artificial intelligence that allows it to take the appropriate action based on the caller.”
Click the banner below for a different kind of workflow.
Five9 Fusion for ServiceNow Benefits Agents and Callers
To help drive these improvements, ServiceNow and Five9 recently announced their Five9 Fusion for ServiceNow solution, which delivers seamless connectivity between Five9’s CCaaS tooling and ServiceNow’s CSM.
“If I’m calling in, I’m going to get routed more efficiently,” DeWaele says. “I’ll be sent to the right business unit within that contact center, and if I have a minor issue, it can probably be handled autonomously with the AI agent.”
With AI taking inbound calls, human agents are free to work on more complex issues or be upskilled for more in-depth engagements. Meanwhile, callers have more satisfying experiences, DeWaele says.
Click the banner below for the latest federal IT and cybersecurity insights.
A Single Workspace for the Call Center Agent
ServiceNow makes seamless interoperability a key component of its government offerings. There are deep integrations between its CSM and both Zoom and Genesys Cloud, providing a turnkey, AI-powered solution for customer service and support in the contact center.
“In the contact center, the inbound agent historically had to bounce around through different windows or browsers to serve customers,” DeWaele says. “These integrations allow a seamless interaction; it’s a single workspace for the call center agent.”
Agencies interested in CSM integration should work with their contact center vendor and ServiceNow to first understand their day-to-day operations and technical details of what is needed. Knowing how existing CCaaS capabilities could be improved will help integrated capabilities deliver maximum mission impact, DeWaele says.
“Interview the internal teams,” he says. “What do they like? What don’t they like? What can be improved to make their day-to-day more efficient?”
Brought to you by:
