Smarter Citizen Services with Multilingual AI, Live Chat, and Learning Loops

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