Tech Trends: Contact Center AI Improves Citizen Experience And Agent Workspace
StateTech, Tuesday, January 14th, 2025
State and local agencies are widely adopting artificial intelligence use cases for government hotlines.
'In the past, we used to sell technology. Now, we sell use cases,' says Rocky Grubb, a CDW solution architect team lead for the collaboration practice.
Grubb, who manages the CDW presales team for contact centers, explains that a technician cannot start chatting with customers about generative artificial intelligence and expect a successful experience. The customer may have the look of a deer in headlights and not fully comprehend the value of the conversation.