This webinar explored how AI is transforming citizen services—helping residents get the support they need, in the language they prefer, while ensuring that AI continuously improves with real-world interactions.

Attendees learned about:

• Live chat escalation: When AI needs a human hand-off, how to make it seamless and efficient
• The AI learning loop: How AI, live chat, and expert oversight work together to ensure smarter, more accurate responses over time
• Leveraging live chat and bot transcripts: Automatically generate AI learning opportunities with human-in-the-loop validation for continuous improvement
• The 3 pillars of an effective AI system: Google Cloud AI (intelligence), Botcopy (the experience layer), and Egen (AI service expertise)
• A real-world case study: How multilingual AI-powered systems are already making an impact in government services