The Gist
- Proactive public service. USPS is shifting from problem-solving after the fact to anticipating and addressing issues before customers complain.
- AI with guardrails. By building fairness checks and zero-trust security into its systems, USPS is prioritizing ethical and inclusive automation.
- Better use of humans. AI handles repetitive questions so agents can focus on situations that need human empathy and judgment.
At a time when digital experiences shape public expectations, the United States Postal Service (USPS) is rewriting the rules of government-citizen interaction. Facing over 100 million annual calls and 13 million service requests (65% of which are related to package tracking), the USPS is deploying artificial intelligence (AI) to transform its customer service operations, according to a NextGov/FCW report.
