“As one of the leading agencies in the Trump administration’s campaign to improve customer service, the Veterans Affairs Department sees potential in using artificial intelligence to get a handle on the hundreds of thousands of calls it gets every day from veterans seeking care.”
“Rosetta Lue, the senior contact center adviser at VA’s Office of Information and Technology, called 2018 the “year of execution” for many of the customer experience priorities the agency has lined up.”
“Lue, speaking Tuesday at the Digital Government Institute’s 930Gov conference in Washington, said VA has made human-centered design, or trying to solve problems based on feedback from users, the centerpiece of their customer service transformation…”
“In order to make sense of all the data that’s coming through VA’s call centers and websites, Lue says the agency has looked at using artificial intelligence tools to…” Read the full article here.
Source: VA considers customer service ‘prime directive,’ pursues AI tools – By Jory Heckman, August 31, 2018. Federal News Radio.
