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Dienstag, 17.07.2018
eGovernment Forschung | eGovernment Research 2001 - 2018

Kansas' new customer service agent uses intelligence — artificial intelligence — to answer questions on topics ranging from taxes to fishing licenses.

The state launched a chatbot, named Agent Kay, this month. The chatbot is a computer program that mimics human speech to carry on rudimentary conversations. The technology is coming into common use in business settings as well as in the home, through devices like Google Assistant or Amazon Alexa.

Agent Kay started her service on the Kansas.gov Help Center with the ability to answer more than 150 questions, according to a release, but the total increases daily thanks to AI and computer learning technology. Callers ask questions beyond Agent Kay's capabilities, are transferred to a live technician.

Agent Kay was developed by Kansas Information Consortium LLC, a unit of Olathe-based NIC Inc. The consortium manages more than 1,000 e-government services for the state.

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Autor(en)/Author(s): Brian Kaberline

Quelle/Source: Kansas City Business Journal, 22.06.2018

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