Overview

Talkdesk Citizen Engagement is designed to transform how government agencies interact with citizens, making it easier for them to access assistance programs and receive timely information. By leveraging advanced AI capabilities, this solution modernizes contact centers, ensuring they are scalable and flexible to meet varying demands.

Features

• Self-Guided Options: Citizens can easily find program information and understand application processes through AI-driven self-service tools.
• Omnichannel Communication: Engage with citizens across multiple channels, including SMS, live chat, email, and social messaging, ensuring a seamless experience.
• Proactive Notifications: Keep applicants informed throughout their enrollment and benefits disbursement journey, reducing the need for status checks and inbound inquiries.
• Seamless Agent Transition: Complex inquiries can be smoothly handed off to live agents with all necessary context for efficient resolution.
• Scalability: Adapt operations quickly to meet fluctuating demands without overloading IT resources.
• AI-Powered Agent Support: Tools like Talkdesk Copilot provide agents with real-time insights and suggested actions to resolve issues swiftly.

Benefits

• Improved Access: Simplifies the process for citizens seeking government assistance, enhancing overall satisfaction.
• Reduced Effort: Minimizes the workload on both citizens and agents by automating routine inquiries and notifications.
• Faster Onboarding: New agents can be trained more efficiently through AI-driven knowledge transfer, ensuring high service quality from the start.
• Enhanced Security: The Guardian feature provides automated compliance checks and threat detection for secure operations.