Capgemini-人工智能能否在公共部门解锁出色的客户服务？（英）

Could AI be the key that unlocks great customer service in the public sector?Introduction: this is what AI could really look like in the public sector4An unprecedented opportunity to elevate customer service5The current use of AI in public sector customer service8Four steps to consider if you are thinking of adopting AI in customer service14What’s inside4 | Could AI be the key that unlocks great customer service in the public sector?1 Capgemini Research Institute, Unleashing the value of customer service, 2025This is what AI could really look like in the public sectorWhen single parent Lucas loses his job, his first concern is how he will care for his teenage children. Late that night, he messages his local government’s help service from his phone, to ask what support he can get right now. The service guides him step by step through how to apply for unemployment benefits and access other kinds of support, like free school meals. The next morning, a housing advisor calls, already familiar with Lucas’s situation. They talk through his options and agree on an action plan. By the end of the week, he is receiving support from several government agencies and has only needed to explain his situation once.Lucas recognizes that he received a high standard of service. But he may not know that Gen AI tools and AI agents worked alongside humans to deliver it behind the scenes. These advanced technologies used data shared securely across government – including via a unified customer relationship management (CRM) platform – to anticipate needs, pre-fill forms and coordinate services. They called upon other key pillars of strong customer service, such as integrated IT and processes organized around the citizen. And they shared relevant information with public servants who were trained and equipped to step in when it mattered most.The result? Lucas had his needs met efficiently, effectively and with empathy.Public sector organizations have been striving to provide this level of integrated, personalized customer service for some time. Yet recent research by the Capgemini Research Institute (CRI)1 reveals that just 25% of citizens are satisfied or very satisfied with the service they receive from government agencies. That is the lowest score among the sectors surveyed. In this point of view, we will outline the barriers that prevent government leaders in IT and operational delivery from finally delivering on the promise of great customer service. And we will set out four steps they can take to start realizing those gains with AI.5 | Could AI be the key that unlocks great customer service in the public sector?45%53%45%44%39%38%37%35%33%25%OverallInsurance companiesBanksConsumer products companiesTravel and hospitality service providersRetailersAutomotive companiesTelecom companiesUtilitiesGovernment agenciesAn unprecedented opportunity to elevate customer serviceAs the sum of every interaction and process involved in serving citizens and businesses, customer serv