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Federal Call Centers Embrace AI

Thu, 10/22/2026

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.

Featuring

Edwin Bodensiek Senior Director, CX Solutions, Maximus
Edwin Bodensiek
- Senior Director, CX Solutions
- Maximus
In his role as Senior Director at Maximus, Edwin Bodensiek blends his background as an operations executive, chief experience officer, and solutions strategist to integrate best-in-class technology and service delivery. Edwin’s background includes founding and serving as CEO of ActionLogics AI, working as a solutions principal for Medallia’s public sector team, leading both brand and patient experience for a Fortune 500 (Select Medical), and developing the first client experience model for a top 200 law firm in the United States. Edwin has also served as director of communications for the U.S. Treasury Department, head of recruiting and strategic communications for the State Department’s U.S. Fulbright Scholar Program, and as a communications leader at Johns Hopkins Medicine, where he specialized in bioethics.
Daniel Diesem Acting Director, Joint Operations Center, IRS
Daniel Diesem
- Acting Director, Joint Operations Center
- IRS
Daniel Diesem is the Acting Director of the Joint Operations Center at the IRS.
Eric Shen Inspector in Charge, Criminal Investigations Group, USPIS
Eric Shen
- Inspector in Charge, Criminal Investigations Group
- USPIS
Eric Shen is the Inspector in Charge of the Criminal Investigations Group for the United States Postal Inspection Service (USPIS), where he oversees the investigative and preventive initiatives for violent crimes, financial fraud, mail theft, election crimes, child exploitation, and money laundering.

Eric has 20 years of federal law enforcement experience as a U.S. Postal Inspector.

In September 2005, he was assigned to the Los Angeles Division where he worked fraud workers compensation, identity theft, mail theft, and workplace violence cases.

Eric has been recognized by the U.S. Attorney’s Office on numerous occasions for his exemplary work in relation to financial crimes investigations. He is accredited as a subject matter expert in financial crimes and has testified multiple times in federal court.

In 2010, he was named the International Association of Financial Crimes Investigators (IAFCI) Law Enforcement Officer of the Year for his exemplary work on the federal arrest and indictment of six members of a violent gang in Orange County, CA. In the same year, the team was recognized with the U.S. Attorney’s Task Force of the Year Award for the Central District of California.
In 2011, Eric was promoted to Team Leader, Identity Theft / Economic Crimes (ITEC) Team, Los Angeles Division, where under his leadership, the ITEC Team received the IAFCI Task Force of the Year award. In March 2015, Eric was promoted to Assistant Inspector in Charge (AIC), Los Angeles Division, where he managed various assignments, including mail theft, violent crimes, fraud, security, hazmat and narcotics. From 2012 to 2016, Eric served as a Director for the Asian Gang Investigators Association of California (AGIAC) where he coordinated an annual conference for Peace Officers Standards and Training (POST) certification. In recognition for his service, he received the 2017 National Asian Peace Officers’ Association (NAPOA) award.

Since 2022, Eric has served as an Advisor on the Advisory Council for the IAFCI. In 2025, Eric was awarded the IAFCI Chairman’s award for his leadership and commitment to advancing public-private collaboration in the fight against financial crime.

Eric holds a Bachelor of Arts Degree in Criminology, with a minor in Education, from the University of California, Irvine, where he is currently a member of the Law Enforcement Officer (LEO) Alumni Chapter. He also completed the USPIS Career Leadership Academy and USPS Executive Foundations training.