Public agencies know they need to modernize, but many worry about disrupting essential services in the process. This Q&A outlines how governments can adopt AI, update legacy contact centers and streamline workflows — all while minimizing downtime and delivering consistent service. It explains why targeted pilots, not sweeping overhauls, are the most effective way to introduce generative AI and other intelligent tools. Real-world examples, including a case where a state DMV now serves 40% of customers without live agents, show how automation can reduce costs and improve outcomes. Download the paper to see how strategic planning and the right partnerships can make modernization achievable, even in resource-constrained environments.
