Can Chatbots Staff Your Call Center?

Georgia CTO Steve Nichols thinks intelligent software has the potential to help provide better services to citizens.
May 17, 2016

Earlier this month, state technology leaders gathered in Baltimore at the NASCIO Midyear Conference. Government Technology spoke with several state CIOs to get their thoughts on the potential cognitive computing might hold for government. Georgia Chief Technology Officer Steve Nichols says intelligent software may one day help the state provide more responsive citizen services. Chatbots could be used in state call centers, for example, to serve as virtual customer service representatives, where they would use learned responses to field routine questions.