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Understanding the Terminology Around Citizen Service Delivery Technology
NextGov: Today’s citizen expects the government to provide easy access to essential services. Whether they’re on a website for Social Security benefits or calling a citizen engagement center about health insurance, citizens demand the same superior customer service from the government that they receive from commercial companies like Amazon and Zappos.
Technologies that mirror human activity, like chatbots and automated voice systems, are garnering a lot of attention from their promises to transform how agencies deliver self-service tools across multiple channels.
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