NICE has announced its Integrated Front Door to Government Services to simplify citizen access to government resources. The new FedRAMP Integrated Front Door solution addresses a top government initiative, aiming to improve the citizen experience.
The solution leverages generative AI to deliver a voice and digital entry point that determines constituents’ intent, authenticates and then enables constituents to self-serve, or seamlessly transfer to a live agent.
NICE's Integrated Front Door enables constituents to start interactions on their preferred channels using an omnichannel intelligent virtual assistant. This system allows them to address multiple needs in a single session and proactively identifies any unresolved issues.
The system also enhances government knowledge management by using Enlighten AI to streamline access to information, making it easier for citizens to find what they need and understand the next steps with minimal effort.
“There are many government services available to citizens and accessing these services can be a daunting task. With NICE’s new Integrated Front Door, local government can guide the citizen through the processes of determining what services are available and how to gain access. Additionally, state and federal agencies gain the ability to interact with citizens in real time, to fill out forms or sign up for a program or service. Automated self-service re-enrollment in Medicaid is a great example of this in action," said Barry Cooper, President, CX Division, NICE.
