VA leaders on using machine learning to ‘automate’ employee expertise

“… Machine learning can also be useful at the Department of Veterans Affairs. The Multi-Channel Technology directorate of the Veterans Experience Office (VEO) has co-developed several technologies and tools with veterans or employees which are focused on improving customer experience.”

“Many times in government, industry or even in the private sector, when people are building services and products, they don’t really focus on their end user, and really understanding what that end user needs,” said Denise Kitts, director of the Multi-Channel Technology directorate. “So the veterans experience office, what we try to do is focus it on the veteran’s experience, and help VA design and build services that truly meet their needs…”

“Kitts said it’s her office’s job to create a consistent experience between digital, web or contact center platforms. Some applications her office is working on include the consolidation of websites; at one point VA had more than 500 sites for veterans’ services. The department deployed human-centered design to work with veterans and determine what they wanted, she said…” Read the full article here.

Source: Using machine learning to ‘automate’ employee expertise – By Amelia Brust, May 23, 2019. Federal News Network.

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