Category: Strategy

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“Keep a Human in the Loop” Sounds Good. But What Is That Human Actually Doing?

Intelligence analyst reviewing documents with threat assessment and map on screen

In every government AI strategy meeting, the moment things get uncomfortable, someone says it. "Keep a human in the loop." Everyone nods. Tension drops. We move on. But I have started stopping the room. Because that phrase does not answer the one question that matters. What is that human actually doing? In too many agencies, the answer is reviewing output, fixing errors, and cleaning up after the machine. We took our most experienced people and gave them a glorified proofreading job. That is not oversight. That is waste. Human judgment belongs upstream, setting standards, spotting patterns, and making the AI better every single time it runs.

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Use Case: The Hidden Dangers of AI Chatbots for Government Leaders – U.S. v. Heapner

Balance scale with a computer chip on one side and legal documents on the other

In a recent federal court case, a man named Heapner was under a big government investigation. He wanted to get his thoughts organized for his lawyer. Without telling his attorney, he typed his secret legal strategies and confidential details into an AI chatbot named Claude. Later, the FBI searched his house and took his devices. The government prosecutors found his AI chat logs and wanted to use them as evidence in court. Heapner’s lawyers tried to stop them. They argued that these chats should be protected by "attorney-client privilege"—the rule that keeps your talks with your lawyer a secret. But the judge said no. The judge ruled that because Heapner was talking to an AI platform and not a real lawyer, the secret was broken. AI is considered a "third party." Once you share a secret with a third party, you lose your right to keep it private. The prosecution got to see his entire strategy.

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Why Agentic AI Fails Without Comprehensive Documented Knowledge or Information—Delayed Responses Lead to High Call Volume

Futuristic control room with people analyzing data on curved screens surrounding a holographic globe

Your AI chatbot is not the problem. Your knowledge management is. I have watched government agencies invest thousands of dollars in AI tools — only to watch those tools stall, escalate, and frustrate the very residents they were supposed to help. Not because the technology was bad. Because the information behind it was buried, outdated, and scattered across shared drives nobody updates. Here is what Gartner found: 100% of AI virtual assistant projects built without solid knowledge management will fail to meet their goals. Not some. Not most. All of them. And a 2025 survey of more than 300 AI practitioners found that 61% say wrong or inconsistent answers are their biggest concern with AI adoption right now. That is the real problem hiding behind your call volume numbers.

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Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …

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Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!

In the words of Philadelphia's Benjamin Franklin, "Well done is better than well said." The idea of customer service is often reserved to describe interaction with stores, restaurants, and other organizations in the private sector. Rarely do we hear people say "Wow, I had a great experience dealing with the staff at any government agency!" …

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Former 311 Executive Appointed as 1st State of NY Customer Experience Director

I was very excited to learn a NYC311 executive recently landed a critical role to lead the customer experience for the Governor of New York Andrew M. Cuomo. This cabinet level appointment continues to solidify the movement across all levels of government to engage, connect, and continue to improve the customer experience interactions. Let's give …

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Creating a Connected City in Today’s Ever-Evolving World

Argyle Executive Forum Journal article. Published: APRIL 1, 2015 Rosetta Lue, Chief Customer Service Officer & 311 Contact Center Operations Director, City of Philadelphia sat down with Argyle to discuss the in’s and out’s of running customer service for a city. In today’s society, how do you create a connected city? There are multiple levels …

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Return on Investment (ROI) Model in Government – Does It Really Exists? Maybe…

The question of how government can track the success of profitless projects comes into question on a regular basis. It is easy to follow a dollar. Money leaves tracks, but how does local government leverage private practice metrics to better inform future projects and practices? Non-profits use a different measure of value to reflect a …

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