ACT-IAC CX COI July 2025 meeting on AI and Service Delivery

ACT-IAC Customer Experience COI member meeting (July 24, 2025) featured a presentation on "The Future of Service: Leveraging AI to Modernize Service Delivery." Dan Barrett, CX Director at Guidehouse, and Lee Becker, Senior VP for Public Sector Practice at Medallia, led an insightful session filled with practical case studies and big-picture reflection.

This meeting featured real-world examples of how AI is helping agencies deliver faster, smarter, and more human-centered experiences.

What made this session so powerful wasn’t just the case studies—from SSA to VA to CMS—it was the shared understanding that technology alone isn’t the solution. It’s how we apply it with intention, empathy, and trust.

We explored:
• Virtual assistants reducing call volume and expanding 24/7 access
• Predictive tools helping agencies act before problems grow
• AI-powered sentiment analysis turning feedback into action
• Intelligent process automation to improve speed and equity
• And why CX is essential to ensure it all works for people

With the national AI strategy now in focus, this discussion felt like a roadmap for what’s next.

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