Use-Case Prism: Generative AI for Government Contact Centers

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Use-Case Prism: Generative AI for Government Contact Centers

Use-Case Prism: Generative AI for Government Contact Centers

“Generative AI is an enabler that can improve productivity and effectiveness of government contact centers. These use cases can apply to contact centers within an individual organization, a shared agency, or a whole-of-government contact center, including government service hotlines and 311 service providers.”

This Use-Case Prism plots 13 prominent generative AI use cases for government contact centers against value and feasibility.

Aimed at people in governments who are responsible for call or contact centers, these insights can be used to help guide strategic conversations on investments in this technology.

Use-Case Prism categories

Review the Generative AI enabled use cases plotted on the Prism, comparing them with the maturity and requirements of your own contact centers and future strategy.

Each use case is placed into one of four categories based on its position on the Prism.

  • “Likely wins: Use cases at the top of the Prism combine high feasibility and high value, making them wins in most circumstances”
  • “Calculated risks: Use cases on the left side of the Prism offer high value but lower feasibility, meaning they represent riskier options”
  • “Marginal gains: Use cases on the right side of the Prism are highly feasible but offer low value, making them low-risk, but for marginal gains”
  • “Selective exceptions: Use cases at the bottom of the Prism offer low value and low feasibility, making them lower-priority except in select circumstances”
A triangular chart that shows the use-case prism for government contact centers, with 13 use cases plotted along two axes: value and feasibility. The use cases are grouped into four categories: likely wins, calculated risks, marginal gains, and selective exceptions.
Figure 1: GenAI Use-Case Prism for Government Contact Centers

Scoring breakdown

Figure 2 below shows how each use case was scored against each value and feasibility dimension.

A table that shows the scoring breakdown for each use case, with four dimensions of value and three dimensions of feasibility. The table has a header row with the use case number and name, and a header column with the dimension name. Each cell in the table contains a numeric score from 0 to 4, with 0 being the lowest and 4 being the highest.
Figure 2: GenAI Use-Case Scorecard for Government Contact Centers

Gartner, Use-Case Prism: Generative AI for Government Contact Centers, Dean Lacheca, 31 July 2023. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from https://www.gartner.com/reprints/?id=1-2GASE1I1&ct=240119&st=sb

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