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State CIOs Turn to Chatbots during COVID-19

Chatbots emerged as important tools for state chief information officers in responding to the COVID-19 crisis. The 2020 State CIO Survey, sponsored by the National Association of State Chief Information Officers), Grant Thornton and CompTIA found Chatbots, used for online citizen service inquiries was by far the most common technology implemented this year.

The survey of 47 state and territory CIOs found 76 percent had implemented chatbots for the first time in response to COVID-19. The second most-frequently adopted technology was mobile apps for contact tracing/exposure notification (53 percent), followed by voicebots to support call center interactions (40 percent).

Not surprising, asked which business process, practices or investments will change as a result of the pandemic, the CIOs listed expanded options for working remotely as the No. 1 impact. No 2 was expanded use of collaboration platforms and remote meetings. Increased attention on digital government services/ citizen experience was No. 3; Investments in broadband expansion/adoption, No 4; and Increased priority and investment in legacy modernization, No. 5.


Bob Scott
Bob Scott has provided information to the tax and accounting community since 1991, first as technology editor of Accounting Today, and from 1997 through 2009 as editor of its sister publication, Accounting Technology. He is known throughout the industry for his depth of knowledge and for his high journalistic standards.  Scott has made frequent appearances as a speaker, moderator and panelist and events serving tax and accounting professionals. He  has a strong background in computer journalism as an editor with two former trade publications, Computer+Software News and MIS Week and spent several years with weekly and daily newspapers in Morris County New Jersey prior to that.  A graduate of Indiana University with a degree in journalism, Bob is a native of Madison, Ind
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