人工智能能否在公共部门解锁出色的客户服务？

What’s inside Introduction: this is what AI could really look likein the public sector4 An unprecedented opportunity to elevatecustomer service5 The current use of AI in public sector customerservice8 Four steps to consider if you are thinking ofadopting AI in customer service14 This is what AI couldreally look like in thepublic sector When single parent Lucas loses his job, his first concern is how hewill care for his teenage children. Late that night, he messages hislocal government’s help service from his phone, to ask what supporthe can get right now. The service guides him step by step throughhow to apply for unemployment benefits and access other kinds ofsupport, like free school meals. The next morning, a housing advisor calls, already familiar withLucas’s situation. They talk through his options and agree on anaction plan. By the end of the week, he is receiving support fromseveral government agencies and has only needed to explain hissituation once. Lucas recognizes that he received a high standard of service. Buthe may not know that Gen AI tools and AI agents worked alongsidehumans to deliver it behind the scenes. These advanced technologies used data shared securely acrossgovernment – including via a unified customer relationshipmanagement (CRM) platform – to anticipate needs, pre-fill formsand coordinate services. They called upon other key pillars of strongcustomer service, such as integrated IT and processes organizedaround the citizen. And they shared relevant information with publicservants who were trained and equipped to step in when it matteredmost. The result? Lucas had his needs metefficiently, effectively and with empathy. Public sector organizations have been striving to provide this level ofintegrated, personalized customer service for some time. Yet recentresearch by the Capgemini Research Institute (CRI)1reveals that just25% of citizens are satisfied or very satisfied with the service theyreceive from government agencies. That is the lowest score amongthe sectors surveyed. In this point of view, we will outline the barriers that preventgovernment leaders in IT and operational delivery from finallydelivering on the promise of great customer service. And we will setout four steps they can take to start realizing those gains with AI. An unprecedented opportunityto elevate customer service As the sum of every interaction and process involved in serving citizens and businesses, customer service in the publicsector has a huge bearing on how people perceive government. By improving their service to citizens, government agencies can improve public trust, as well as accessibility, equityand policy outcomes. In doing so, they can also get closer to achieving their respective missions. Yet the CRI surveyshows that governments lag their peers in other sectors when it comes to satisfying users. How satisfied are you with the customer service provided by the following product or service providers? “Consumer brands are setting the standard when it comesto customer service.” Sandeep Kumar, Head of Portfolio and Enterprise Transformation at Capgemini Invent It also reveals that organizations across sectors are grappling with the twin challenge of poor customer satisfaction andrising customer expectations. Figure 2: Public sector organizations feel the pressure of rising customer expectations slightly lessintensely than the cross-sector average What are the critical issues that your organization’s customer service function/department currently faces? % of organizations who selected the following among the top five issues for their organization’s customer servicefunction But while the challenge is similar across sectors, the potential impact of sub-standard service in the public sector is farbigger. Vulnerable people could be excluded from vital services or benefits, outcomes could worsen, and inefficiencyand waste could increase. Trust in governments could also decrease further, ultimately eroding democracy. An optimistic outlook Despite this sobering summary, we believe there are two big reasons for optimism: Public sector organizations are starting to recognize the need to invest in digitization to provide a quality service.Some forward-thinking organizations are already modernizing their IT infrastructure, implementing data-qualityprograms and adopting future-proof CRM systems that will help create a single view of the citizen. With those foundations in place, Gen AI tools and AI agents offer organizations an unprecedented opportunity toelevate customer service, even in times of tight budget constraints. And as we reveal in the next section, the surveyfindings suggest that the public sector is further ahead than you might expect. What’s the state of customer service across industries today? The CRI surveyed9,500 citizens,1,002 leaders(10% from public services) and506 customer serviceemployeesand supervisors from across sectors. The aim was to explore the shifts in cus