Using AI and Bots to WOW Our Constituents

Wednesday, December 11

1:15 pm – 2:15 pm

The Future is Now

Phillip Yeich
Director, Emerging Solutions, ConvergeOne Inc.,

In today’s world, with increased connectivity and mobile apps, citizens expect the following from government entities: to know who they are, what they want and the reason for making contact. AI itself is not a silver bullet, but applying AI to natural language processing, machine learning, and analytics to customer interactions is crucial for Customer eXperience systems. We can incorporate AI and Bots with existing contact center systems to provide our citizens with a “frictionless experience.”

Come to this session to explore using new technology to improve existing platforms, and let’s shift our description of interacting with the public from “contact center” to “Customer Experience (CX)”.

Learning Objectives

  1. Describe a practical application of AI and Bots on the collaboration/unified communication platform existing today.
  2. Identify new ways to use old call centers.
  3. Discover how to begin new internal conversations with user groups about providing improved services to citizens.


About GTS Educational Events

If you are a nonprofit or public sector group looking to create a conference, workshop or educational event with impact, look to GTS. We believe educational events are successful when participants learn and grow and then return to their organizations and communities to make them stronger. We look forward to continuing our work with the broad spectrum of organizations striving to make a difference for the people and communities they serve.

Steering Committee

Alex Hepp, City of Hopkins
Bill Bleckwehl, Cisco
Dave Andrews, DEED
Jay Wyant, Minnesota IT Services
Jim Hall, Ramsey County
Matt Bailey, IBM
Melissa Reeder, League of Minnesota Cities
Nathan Beran, City of New Ulm
Sue Wallace, IT Futures Foundation
Lisa Meredith, Minnesota Counties Computer Cooperative
Justin Kaufman, Minnesota IT Services
Renee Heinbuch, Washington County/MNCITLA
Jerine Rosato, Ramsey County
David Berthiaume, Minnesota IT Services
Cory Tramm, Sourcewell Tech 

Content Committee

Tomas Alvarez, Federal Reserve
Tom Ammons, MN.IT – Central
Dave Andrews, MN State Services for the Blind
Susan Bousquet, MN.IT – DOT
Robert Granvin, Metro State
Alex Hepp, City of Hopkins
Shawntan Howell, Ramsey County
Jenny Johnson, Metropolitan Council
Millicent Kasal, MN.IT – Central
Ping Li, MN.IT – MMB
Chibuzor Nnaji, MN.IT – DHS
Mehrdad Shabestari, MN.IT – Central