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What federal AI experts say
Federal News Radio looks at artificial intelligence, government policies to regulate it and how agencies are using this technology.
Rick Collins, president of enterprise, Next IT
“I don’t believe that people are hired to provide customer support want to spend all their time on tier 1 issues, they would like to spend more time — certainly the metrics show — they want to spend time on those things that are difficult. Still the goal is always time-to-resolution. So if you can take the tier 1 and in some cases tier 2 customer support issues and automate that, it’s better for everybody.”
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