Citizen experience (CX) lies at the heart of delivering effective and equitable government services. As agencies embark on modernization efforts, InterVision’s ConnectIV CX™, powered by Amazon Connect, emerges as a standout solution for transforming service delivery. This next-generation contact center platform enables government agencies to streamline operations and integrate generative AI (GenAI) and advanced analytics. Discover how ConnectIV CX modernizes service delivery, improves operational efficiency, and strengthens trust between agencies and the communities they serve.
THE NEW STANDARD FOR CX
Citizens expect government services that are accessible, personalized and responsive across multiple channels. However, agencies face several key challenges:
- Underutilized Data: Government agencies collect vast amounts of citizen data but often lack the tools to leverage it effectively for personalized and proactive service delivery.
- Disjointed Communication: Citizens engage with agencies via phone, email, chat and online portals, yet legacy systems struggle to provide a seamless omnichannel experience.
- High Operational Costs: Traditional contact centers demand significant resources for maintenance and staffing, reducing funds available for mission-critical programs.
- Scaling Challenges: Unexpected surges in service requests, such as during emergencies or policy changes, can overwhelm staff and delay critical responses.
ConnectIV CX directly addresses these challenges with a comprehensive suite of capabilities designed to support modern, citizen-centric government services:
1. Hyper-Personalization: ConnectIV CX leverages AI-driven analytics to tailor interactions, ensuring citizens receive relevant and timely assistance. Personalized service builds trust and enhances public satisfaction.
2. Unified Communication: A centralized platform integrates phone, chat, email and digital channels, providing a seamless citizen journey and reducing frustration.
3. Self-Service Capabilities: AI-powered chatbots and virtual assistants enable citizens to access information, file applications and check case statuses independently — reducing call center congestion and wait times.
4. Enhanced Agent Support: Automation of routine tasks and real-time AI insights empower government representatives to focus on complex cases, improving both efficiency and employee satisfaction.
5. Cost Optimization: By reducing inefficiencies and leveraging cloud-based solutions, agencies can allocate more resources to high-priority initiatives without compromising service quality.
CASE STUDY: MODERNIZING CALIFORNIA'S EDD WITH AI-POWERED SOLUTIONS
The COVID-19 pandemic overwhelmed California’s Employment Development Department (EDD), as unemployment claims surged from 58,000 per week to over 1 million. The agency’s legacy systems, including a 45-year-old mainframe, were ill-equipped to handle this unprecedented demand, leading to long wait times and frustrated citizens.
Ron Hughes, former project director for EDDNext, stated, “We were facing a significant challenge in handling the surge in online customers and knew we needed a modern solution.”
Hughes further emphasized the importance of collaboration, stating, “[InterVision has] done a great job of laying out a road map with enhancements every three to six months. We look for partners that want to be part of a team. These are large, complex projects, so we need vendors that understand the complexities of the legacy systems and the system they’re going to be replacing.”
To address these challenges, EDD launched EDDNext, a multiyear modernization initiative aimed at transforming its contact center operations. Partnering with InterVision and leveraging AWS technologies like Amazon Connect and Amazon Lex, EDD implemented a scalable, AI-powered solution that delivered tangible results.
Key Enhancements:
- Self-Service Options: Citizens can now authenticate and check their claim status or payment information without speaking to an agent, reducing call volume by 35,000 per day. On the first day of launching self-service, 23,097 customers opted for it, with 8,400 successfully resolving their queries without agent intervention.
- Virtual Hold and Scheduled Callbacks: Citizens are informed of estimated wait times and can opt for a callback without losing their place in line. This feature alone has significantly improved citizen satisfaction by eliminating the need to wait on hold indefinitely.
- Multilingual Support: With support for eight languages (and plans to add six more), EDD’s contact center is more accessible to California’s diverse population. This inclusivity ensures that language barriers do not hinder access to critical services.
- Integration With Legacy Systems: Custom APIs connected Amazon Connect to EDD’s mainframe, enabling seamless data flow and real-time access to citizen information. This integration was critical for preserving customer history and ensuring a smooth transition to modern systems.
- Reduced Call Volume: Two-thirds of citizens now get their claim status through self-service, significantly reducing the load on agents.
- Faster Resolutions: Agents can focus on complex queries, improving overall efficiency and citizen satisfaction.
- Enhanced Accessibility: Multilingual support ensures more Californians can access services in their preferred language.
- Scalability: The AWS-powered solution can handle sudden spikes in volume, ensuring resilience during future crises.
As emerging technologies reshape government service delivery, ConnectIV CX positions agencies at the forefront of innovation. AI and automation will continue to drive efficiency, equity and engagement across public-sector contact centers.
Key Future Directions:
- AI-Powered Sentiment and Intent Prediction: Moving beyond emotion recognition, AI will predict why a citizen is calling and offer pre-emptive solutions before they even ask.
- Dynamic AI Training Models: Future AI models will auto-train based on real-time policy changes, eliminating manual updates and reducing errors.
- Neural Speech Synthesis: AI-generated voice responses will become more natural and human-like, improving citizen interactions in automated systems.
- Hyper-Personalized Government Outreach: AI will tailor outbound communication, ensuring citizens receive relevant information before they need it — not just reactive support.
- Sustainable Government Operations: AI-powered analytics will optimize resource allocation, supporting sustainability goals while enhancing operational efficiency.
“As government agencies evolve, citizens expect fast, personalized and seamless interactions,” said Jonathan Lerner, CEO at InterVision. “With ConnectIV CX, agencies can transform service delivery, bridging the gap between legacy operations and the future of AI-driven community engagement.”
The modernization of citizen engagement is not a distant goal — it’s happening now. Government agencies that embrace AI-powered solutions will build stronger, more resilient connections with the communities they serve on top of improving service delivery.
For a full breakdown of how EDD modernized its contact center, read the full case study.
