智能服务中心

The first is the ambitious modernizationand cost-cutting agenda set by theadministration. The second is thetechnological revolution in generativeartificial intelligence (GenAI) and agenticAI: systems that can act autonomously.These powerful tools can createmore responsive, personalized, andempathetic citizen experiences.The result is an unprecedented opportunityto reinvent federal service center operationsfor all end users, including citizens, clients,constituents, customers, and anyoneelse served by the agency. Today, federalagencies can quickly implement AI systemsthat generate cost savings and efficiencywhile maintaining—and even enhancing—the services that these customers need.Because the systems learn from experience,they can continually improve servicequality while doing more with less. Inshort, instead of relying solely on humanagents, an Intelligent Service Centerdeploys a well-balanced human-and-AI-powered machine equipped with the latesttechnologies tailored to your mission needs.Accenture, with its longstandingexperience in commercial delivery andcapabilities, is uniquely positioned topartner with federal agencies to achievethis ambitious agenda. Our track recordincludes successful performance-basedcontracting to reinvent services and drivecost savings with Fortune 500 companieslike Best Buy, Verizon, VMO2, and localand state governments. Take the caseof a major telecommunications providerwhose service centers were overwhelmedwith high call volumes and customerfrustrations. Following the implementationofgenerative AI,wait times decreasedsignificantlywith theautomation of 85%of their customer interactions, contributingto a40% reduction in operational costswhile enhancing the customer experience.Two major changes are happeningright now to transform the relationshipbetween government agencies andtheir customers. Designing anIntelligent Service CenterWith the correct type of transition anddesign, AI can help agencies rapidlymodernize their service center processes.Intelligent Service Center design mustrecognize the constraints on federalagencies: hefty labor costs, high attritionrates, the training burden, legacy technologythat restricts agents to manual tasks, andreliance on paper forms that slow downprocessing. It is time for agencies totransform and rethink these barriers.We deliver improvements by drivingthree elements: contact elimination,contact containment, and agentefficiency. (See Figure 1.) The approachuses AI and automation to deflect asmuch human contact as possible andraise the effectiveness and productivityof the remaining human contact. Thismodel can help you improve servicequality while doing more with less.Figure 1: Three elements of an Intelligent Service CenterContact elimination(Majority of Interactions)Prevent contact from takingplace in first place.868550Contact containmentIf contact occurs, start withvirtual agents.Agent efficiency(Minority of Interactions)If human contact occurs,equip agents with tools toresolve accurately, efficiently,and with confidence.Source: Accenture Federal Services average per-contact costreductionof specific calltypes handled byvirtual agentsreduction in aftercall work%%% E L E M E N T SO F A N I N T E L L I G E N T S E R V I C E C E N T E RContact elimination:86% average per-contact cost reductionContact elimination is crucial to improvingthe operational costs of service centers.This element includes simplifying products,web pages, and user experience toensure people can find what they needwith ease. Data-driven services reduceunnecessary interactions by empoweringcustomers to resolve most issues ontheir own through the digital interface.These capabilities are crucialfor contact elimination:Self-serviceDirect customers to accessible, intuitivedigital self-service tools on multiplechannels, including interactive websites andpersonalized audio or video instructions.For optimal impact, these self-service toolsare tailored around data-driven insights.For example, an automated response mightdraw on a customer’s history of previousencounters and recurring pain points.Voice of the customerProactively reduce future customersupport costs and minimize churn throughcontinuous monitoring ofautomatedcustomer insights. GenAI systemsare equipped with natural languageprocessing (NLP). They can identify thereasons why people make contact (calldrivers). They recognize and answercommonly asked questions. They alsoconduct sentiment analysis, an NLPtechnique for deducing what users arefeeling from their text and voice.Proactive communicationsand outreachDeploy data-informed predictive andpreventative customer outreach.Personalized communications andsocial media campaigns can helpresolve an impending issue and thuseliminate the user’s need for contact.The cost savings potential of theseelimination efforts is significant. Accordingto Gartner commercial benchmarks, everytime a human agent picks up the phone,it costs about $13.50, while self-serviceoptions cost $1.84. Tak