This interview was originally featured on GovCIO Media & Research on October 22, 2026.
Federal call centers handle millions of interactions, from public inquiries and customer service requests to internal complaints and crime reports. Leaders from the IRS, U.S. Postal Inspection Service and Maximus discuss how AI and other emerging technologies are helping call centers manage demand, prioritize information and improve service delivery.
Learn more about:
- How the IRS Joint Operations Center uses AI and other tools to manage call volumes, route customer complaints and prioritize call data. Timestamp: 3:34.
- How the U.S. Postal Inspection Service manages internal complaints and reports of crimes involving USPS personnel, and where AI can help teams handle high workloads. Timestamp: 10:50.
- How Maximus supports federal agencies as they deploy and manage new technologies across call center operations. Timestamp: 12:42.