This paper explores the full lifecycle of constituent engagement—before, during, and after an interaction—and highlights how AI-powered chatbots, intelligent routing, and automation improve access, consistency, and satisfaction while reducing strain on government staff. Real-world use cases show how smart bots guide users through complex processes, proactively surface relevant services, and collect valuable insights for program improvement. With the right governance, data, and strategy, agencies can build more responsive, equitable, and efficient service experiences.
