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Podcast: Keeping IT Brief
Episode: Revolutionizing Federal Workflows: GenAI for Customer Service Management at CMS
Description: In this episode of Keeping IT Brief, host Mary Ann Brown sits down with Jeremy Tipton, Director of Digital Platforms at iTech AG, to discuss a groundbreaking innovation in federal government IT solutions. Jeremy brings over 12 years of experience in digital solutions and shares insights into iTech AG’s recent achievement—implementing Generative AI (GenAI) for Customer Service Management (CSM) at the Centers for Medicare & Medicaid Services (CMS). This milestone marks the first-ever federal civilian go-live of ServiceNow’s Now Assist, a cutting-edge solution designed to enhance operational efficiency and improve customer outcomes. Jeremy explores how iTech AG’s un...