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MICROSOFT CORPORATION

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Microsoft : How state and local governments are using chatbots to improve operations

03/18/2019 | 11:55am EST

State & Local Governments are leveraging chatbots to engage citizens, make state and local services more easily accessible, and enable administrative operational activities in order to free up staff time to focus on more complex, mission critical initiatives. With tight budgets and expanded service responsibilities, leveraging technology becomes more important to state and local agencies than ever before.

Awarded for Best Application Serving the Public by the Center for Digital Government, the California Secretary of State's Eureka Chatbo t, developed in partnership with Microsoft, answers frequently asked business entity and trademark questions, helping to better serve approximately 400,000 customers who contacted the agency last year. Through Eureka, customers can ask questions like 'How do I check my business filing status online?' and they will be linked to the California Business Search website where they can look up their business record and access documents for free.

Other state and local governments are implementing chatbots with a variety of citizen needs in mind:

  • Of the 3,000 calls central IT receives each week in one state, 45-50% are for password reset. In response to this, the State Deputy CIO is building the first chatbot in the state, which serves employees statewide to automate their password reset. It is integrated with Microsoft's ServiceNow, which improves service levels by creating, reading, and updating records stored within the system, including incidents, questions, users, and more.
  • Two other state and local governments are building Q&A bots for central IT operations and are working toward a bot-of-bots approach, so the public can access information. Citizens will eventually be able to transact with 30+ county departments and agencies through the main county web site. This one stop shopping uses Azure Dispatch to route queries appropriately i.e. 'property tax' query goes to Assessor while 'sales tax' goes to Business Licensing.
  • Another state is building their Q&A bot leveraging Eureka code/docs with the goal of allowing the public to access information and perform transaction across the 15 state departments/agencies they support. The first project is for the Department of Higher Education, servicing college students and parents with information about financial aid.

Learn more about how you can build a chatbot like Eureka.

Disclaimer

Microsoft Corporation published this content on 18 March 2019 and is solely responsible for the information contained herein. Distributed by Public, unedited and unaltered, on 18 March 2019 16:54:03 UTC


© Publicnow 2019
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Financials (USD)
Sales 2021 158 B - -
Net income 2021 51 344 M - -
Net cash 2021 76 102 M - -
P/E ratio 2021 32,0x
Yield 2021 1,01%
Capitalization 1 635 B 1 635 B -
EV / Sales 2021 9,86x
EV / Sales 2022 8,81x
Nbr of Employees 163 000
Free-Float 99,9%
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Microsoft Corporation Technical Analysis Chart | MSFT | US5949181045 | MarketScreener
Technical analysis trends MICROSOFT CORPORATION
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TrendsNeutralNeutralBullish
Income Statement Evolution
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Mean consensus BUY
Number of Analysts 39
Average target price 242,47 $
Last Close Price 216,21 $
Spread / Highest target 28,6%
Spread / Average Target 12,1%
Spread / Lowest Target -16,7%
EPS Revisions
Managers
NameTitle
Satya Nadella Chief Executive Officer & Non-Independent Director
Bradford L. Smith President & Chief Legal Officer
John Wendell Thompson Independent Chairman
Kirk Koenigsbauer COO & VP-Experiences & Devices Group
Amy E. Hood Chief Financial Officer & Executive Vice President
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