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Federal Agencies Turn to AI to Improve Call Center Efficiency

Thu, 11/12/2026

Federal agencies are adopting AI-powered technologies and automated tools to modernize call centers, streamline operations and improve customer experiences. Leaders from GAO, Army and CDW discuss how emerging technologies are helping agencies increase efficiency, accelerate response times and deliver more accessible, responsive services.

Learn more about:

GAO’s findings on how AI and other emerging technologies can improve call center efficiency and enhance the customer experience across federal agencies.
The Army’s Next Generation 911 program and how its deployment at facilities nationwide is improving the efficiency and accuracy of emergency response communications.
CDW’s real-world use cases demonstrating how agencies can integrate emerging technologies to modernize call center operations and improve service delivery.

Featuring

Jennifer Franks Acting CTO, GAO
Jennifer Franks
- Acting CTO
- GAO
Jennifer Franks directs the Center for Enhanced Cybersecurity within GAO’s Information Technology and Cybersecurity team. She oversees reviews that primarily focus on emerging cybersecurity issues and assessing an agency’s ability to protect the confidentiality, integrity, and availability of its sensitive data and computing infrastructure. Her multi-disciplinary teams actively review agencies’ computer security vulnerabilities across their enterprise-wide computing environment by assessing program management compliance and technical controls recommended for the agencies to follow in accordance with federal guidance and leading practices. In addition, she leads reviews in the areas of IT management and operations, financial management, healthcare and public health IT, data protection, and privacy.

Further, Jennifer serves as the Acting Director of the Analytics Foundry; a dedicated cloud computing environment that manages GAO’s complex analytical functions.

Jennifer earned a master’s degree in information security policy and management from Carnegie Mellon University and earned a bachelor’s degree in computer information systems from Hampton University.
Christian Ross Deputy Product Director, Base Emergency Communications System and NG911 Modernization Lead, Army
Christian Ross
- Deputy Product Director, Base Emergency Communications System and NG911 Modernization Lead
- Army
Kathy Steeves Senior Field Solution Architect, CDW
Kathy Steeves
- Senior Field Solution Architect
- CDW
Kathy Steeves is a Senior Field Solution Architect at CDW with more than 35 years of experience in enterprise communications, contact center transformation, and customer experience technologies. She advises enterprise and public sector organizations on cloud contact center modernization, AI-powered customer engagement, workforce optimization, and digital transformation strategies. Kathy has extensive expertise across leading platforms including Cisco, Five9, NICE, Zoom, Twilio, and Avaya, and is recognized for helping organizations align technology investments with measurable business outcomes. Her background includes 33 years with Avaya in technical leadership and solution architecture roles, as well as numerous industry certifications and professional achievement awards.