On-Demand Session: Managing Service Demand with AI in the Modern Contact Center

Citizens expect fast, intuitive access to public services on the channels they prefer. At the same time, government organizations are managing higher volumes of requests, increasing service complexity, and often working across fragmented systems and constrained budgets. 

In this on-demand webinar, HSO demonstrates how Microsoft Dynamics 365 Contact Center helps public sector organizations address these challenges through practical, real-world scenarios.

You’ll see how agencies can improve service delivery across voice and email, enable 24/7 access to services, and better support public service representatives with built-in AI capabilities.

You’ll Learn How To:

• Respond to changing citizen expectations with more flexible, multi-channel service

• Introduce natural language and self-service options for common requests

• Use AI across voice, email, and service inquiries to reduce demand

• Support public service representatives with better context, insights, and automation

• Connect fragmented systems to deliver more consistent citizen experiences

• How to get started with HSO's Contact Center Jumpstart