凯捷Capgemini：2025年人工智能能否在公共部门解锁出色的客户服务报告（英文版）

When single parent Lucas loses his job, his first concern is how he will care for his teenage children. Late that night, he messages his local government’s help service from his phone, to ask what support he can get right now. The service guides him step by step through how to apply for unemployment benefits and access other kinds of support, like free school meals. The next morning, a housing advisor calls, already familiar with Lucas’s situation. They talk through his options and agree on a