Gartner Research

Is Your Digital Government Platform Ready for Virtual Assistants and Chatbots?

Published: 21 April 2017

ID: G00328083

Analyst(s): Dean Lacheca

Summary

Chatbot and conversational AI platforms are opening new government service delivery channels. Government CIOs need to quickly determine the role of these channels, adjust their digital service delivery strategies and extend their digital government platform to exploit these new opportunities.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Educate IT and Customer Experience Leaders About the Potential for Conversational Applications
  • Identify and Prioritize Conversational Application Opportunities
    • VCA Use Cases for Citizen-Facing Services Delivered
    • VEA Service Delivery
    • Smart Advisor Use Cases for Citizen-Facing Services Delivered by the Agency
  • Revise Your Digital Government Strategy, and Adjust Your Digital Government Platform

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