Presented by Carahsoft
At the Google Public Sector Summit, Teresa Sabol, Vice President of Federal at TTEC Digital, shared how artificial intelligence is redefining the way agencies connect with citizens and deliver public services. Drawing on her experience as a former IRS contact center director, Sabol emphasized that AI is not just a tool for efficiency—it’s a means to make government more human.
Federal agencies, she said, face rising expectations for seamless, intuitive digital experiences. “AI is moving at a very fast speed,” Sabol explained. “It can offload calls or contacts that could easily be answered by automation. That lets human agents focus on the issues that truly need their expertise.”
TTEC Digital’s AI Gateway allows agencies to integrate artificial intelligence into existing contact center systems—without replacing their entire infrastructure. Even on-premises systems can adopt AI capabilities for authentication, self-service, and intelligent routing. “We can integrate whatever AI you want with your existing system,” Sabol said. “That way, your customers get fast, accurate service while your agents handle the complex cases.”
She noted that automation can transform an agent’s workflow by performing background lookups and retrieving information instantly. “At the IRS, our agents would have to put taxpayers on hold for seven or eight minutes to do a lookup,” Sabol recalled. “AI can do that instantly, so the agent can stay focused on helping the taxpayer.”
Sabol also stressed the importance of empathy—ensuring that even automated systems understand the emotions behind citizen interactions. “You have to map the customer journey,” she said. “Why are people calling? What can be offloaded to self-service, and what requires a person?”
Her own IRS experience revealed that many calls are deeply personal. “When people get a notice from the IRS, it can be scary,” she said. “Or they might be calling because a loved one has died, and that’s complex. Those are conversations that require empathy.”
To address that, TTEC Digital is embedding emotional intelligence directly into AI interactions. “We’re building empathy into AI,” Sabol said. “If you’re dealing with veterans at the VA, that call might involve someone coping with post-traumatic stress. The AI must recognize that.”
Sabol believes that when implemented thoughtfully, AI can make government more responsive, compassionate, and efficient all at once. “AI should help government become more human, not less,” she said. “When we understand why people are reaching out, we can use technology to make those interactions more meaningful.”
Key Takeaways
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AI can automate routine inquiries, freeing agents for complex, empathy-driven service.
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TTEC Digital’s AI Gateway integrates with existing systems, accelerating modernization.
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Designing AI with empathy ensures that citizen experience remains personal and compassionate.