As we stand on the cusp of another technological revolution, AI and other emerging technologies are set to reshape life as we know it.

Customers today expect much more from the brands and companies they work with, and increasingly that expectation includes a desire for personalized service. Per research by McKinsey, 71% of customers want a personalized experience and 76% become frustrated by a lack of such interactions.  

A McKinsey study found that while 77 percent of customer service leaders say their companies have developed digital platforms, only 20 percent of their digital contacts are done unassisted—even as contact center volume continues to grow. That’s a clear indication of the tremendous opportunity to leverage evolving technologies to drive higher return on investment (ROI) at the contact center, especially at a time of agent staff shortages.    

The phrase “predictive analytics” holds a lot of promises—about solving problems before they occur, better service outcomes, targeting scarce resources, supporting decisions and improving responses in time critical situations.

With so much opportunity available, how can government start to consider the risks and benefits associated with this technology?