AWS Public Sector Blog
Author: Ng Hock Keong
Ng is the deputy chief executive of the Singapore Central Provident Fund Board. He has been one of the pioneers of Singapore e-government services since the late 90s. He plays an instrumental role in the board’s digital transformation journey, including revamping the CPF website—one of the most heavily transacted e-government websites in Singapore.
How Singapore’s government used Amazon Connect to make its contact center more human
Artificial Intelligence (AI) is transforming how governments interact with their citizens, turning critical touchpoints into highly personalized, efficient, and positive experiences. Where once contact centers could be a source of frustration to both workers and citizens, today AI-powered solutions deliver natural, intuitive, multilingual experiences that improve efficiency, lower costs and—most importantly—deliver better quality and proactive services.