May 24, 2023

How Uncle Sam can benefit from better speech tech

Today, the public expects government bodies to provide services and benefits comparable to what they experience from private enterprises. They insist on exceptional digital customer service from these entities, leading to a disparity between what citizens expect and what agencies and departments can currently provide. This divide has resulted in mounting dissatisfaction, as many residents perceive the government as being out of touch and unconcerned about the needs of the people.

Fortunately, speech technologies can help significantly. In my newest article for Speech Technology Magazine, available here, I explore how governments can gain from speech tech in various ways, including automating routine tasks, streamlining internal processes, improving customer service, providing proactive information delivery, driving channel automation, analyzing customer interactions, and enhancing accessibility to services and assistance.