NICE Launches AI-Powered Gateway for Citizens

NICE has introduced its Integrated Front Door to Government Services, designed to enhance citizen access to government resources.

The FedRAMP-compliant solution aligns with key government initiatives to improve the citizen experience.

By utilizing generative AI, the system offers a unified voice and digital entry point that identifies user intent, verifies identity, and either facilitates self-service or seamlessly connects users to the appropriate agency, along with all necessary data via the CXone platform.

The Integrated Front Door allows citizens to interact with an omnichannel intelligent virtual assistant, addressing various service needs in a single session and proactively identifying unresolved issues.

Barry Cooper, President, CX Division, NICE, said, “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.”

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Author: Hannah Swankie
Reviewed by: Megan Jones