A centralized approach to CX to enhance efficiency and personalization

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The pathway forward with 3CLogic and ServiceNow: 4 steps to better citizen services with AI

1.
Integrating AI-powered contact center capabilities with a centralized CRM, such as ServiceNow, can help in eliminating data silos while creating a unified platform for seamless citizen interactions. This single-data-model and Customer-Experience-as-a-Service (CXaaS) approach canada phone number list ensures that Voice AI, Agentic AI, Conversational AI, and GenAI can access historical data, citizen records, and open tickets from a consolidated “hub” — powering smarter self-service, automation, and real-time insights. The result? Faster resolutions, reduced wait times, and more personalized service at a lower cost. For example, the State of South Dakota enhanced its IT service desk by consolidating operations on ServiceNow with 3CLogic, improving efficiency and service quality.

2. Optimize productivity and performance with AI and automation
With rising call volumes, workforce shortages, and increasing demand for digital services, AI-driven automation is critical for delivering efficient, accessible citizen experiences. ServiceNow natively enables digital engagement through self-service portals, Virtual Agents, and AI-driven workflows, allowing citizens to resolve issues online without agent intervention. Meanwhile, 3CLogic’s Voice AI and contact center solutions optimize live interactions by intelligently routing calls, deflecting routine inquiries to Conversational AI, and enabling real-time self-service through voice automation. Additionally, 3CLogic’s AI-powered transcription, sentiment analysis, and call summarization reduce manual workload, improving service speed and accuracy. By leveraging ServiceNow’s digital capabilities together with 3CLogic’s Voice AI, agencies can seamlessly blend self-service, automation, and live support to provide faster, more personalized citizen services at scale.

3. Enable proactive service with real-time insights and reporting
A centralized, AI-powered reporting framework that integrates contact center data with ServiceNow helps agencies simplify complex processes, ensure consistent service delivery, and improve communication across departments. By analyzing citizen inquiries and service trends, agencies can identify common pain points, streamline workflows, and eliminate procedural roadblocks that often frustrate citizens. AI-driven automation and standardized response models ensure that citizens receive clear, accurate, and uniform information proactively, regardless of the department they contact. Meanwhile, intelligent self-service options provide easy-to-navigate digital solutions, reducing the need for citizens to decipher complex procedures or repeatedly call for clarification. By breaking down silos and enhancing transparency, agencies can deliver a smoother, more predictable, and citizen-friendly experience across all service channels.