Vashon Citizen: USCIS’ new virtual assistant Emma gets service award

Best listening experience is on Chrome, Firefox or Safari. Subscribe to Federal Drive’s daily audio interviews on Apple Podcasts or PodcastOne.

For two years, U.S. Citizenship and Immigration Services has been fielding an online virtual assistant it has dubbed Emma. She brings the agency into the intelligent chat-box era, in both English and Spanish. And now she has won a Service to the Citizen Award. Vashon Citizen of the USCIS contact center solutions branch. joined Federal Drive with...

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Best listening experience is on Chrome, Firefox or Safari. Subscribe to Federal Drive’s daily audio interviews on Apple Podcasts or PodcastOne.

For two years, U.S. Citizenship and Immigration Services has been fielding an online virtual assistant it has dubbed Emma. She brings the agency into the intelligent chat-box era, in both English and Spanish. And now she has won a Service to the Citizen Award. Vashon Citizen of the USCIS contact center solutions branch. joined Federal Drive with Tom Temin to discuss how it works behind the scenes.

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