Forum News

How does this technology benefit Government?

The Business Innovation & Emerging Technologies Workgroup hosted an event entitled, "Chatbots - How does this technology benefit Government?" on March 1, 2018 at the NYS Forum office in Albany.

In this session, a panel of 3 experts discussed answers to a number of essential questions: How can the use of chatbots benefit your agency? Do you seek a faster, cost effective and accurate means to interact with your constituents or internal staff? A chatbot uses machine learning to examine conversational cadences in a request and mimics human conversation to deliver the appropriate response. Examples of chatbot usage are in customer service, the delivery of information and as virtual assistants. Understanding this innovative and disruptive technology will be important as you supplement existing platforms and plan for future projects.

Presenting at this event were Eyal Darmon, Global Consulting & Digital Innovation Lead, Accenture, LLP;Serge Leontiv, Public Sector Innovation Lead, Oracle; and Graham Katz, Senior Managing Consultant, Watson Federal IBM Corporation. The panel of three experts discussed the following topics:

  • Artificial Intelligence (AI) and chatbots
  • Drivers and trends in the adoption of chatbots
  • Designing Government interactions with chatbots
  • Government chatbot use cases
  • Challenges and future possibilities with chatbots

The event concluded with an active and dynamic Q & A session involving those in attendance.

The presentation, slide deck, and  recording may be viewed at:

Pictures taken at the event may be viewed on our facebook page:

Thanks to all of those who attended and presented.