The Intelligent Service Center: Reinvent service and improve outcomes at lower costs with GenAI and agentic AI

July 22, 2025 | 1:00-4:00 PM ET

The Forge®

1201 New York Ave NW, Washington, DC 20005

tech-202117b

Event title 1, limited to max. 2 lines

April 21st, 2025
at The Forge®

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

Event-splash-AFS-v04

Event title 2, limited to max. 2 lines

May 4th - 8th, 2025
at The Forge®

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

tech-1218585444

Event title 3, limited to max. 2 lines

July 14th - 18th, 2025
at The Forge®

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

tech-202117b

Event title 1, limited to max. 2 lines,
limited to max. 2 lines

April 21st, 2025
at The Forge®

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

Event title 4, limited to max. 5 lines, limited to max. 5 lines, limited to max. 5 linesx 

May 29th - 31st, 2025
at The Forge®

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for. Over here you can explain why your offer is so great it's worth filling out a form for.

An unprecedented opportunity to reinvent federal service center operations

Two significant shifts are currently reshaping the relationship between government agencies and their constituents. The first is the administration's drive for modernization and cost reduction. The second is the technological revolution brought about by generative artificial intelligence (GenAI) and agentic AI—systems capable of autonomous action. These advanced tools can enhance citizen experiences by making them more responsive, personalized, and empathetic. Accenture's Intelligent Service Center capability can help you achieve these transformations through contact elimination, contact containment, and improved agent efficiency. Join us for a collaborative event featuring top contact center and AI experts from both government and commercial sectors. Discover how contact center providers can revolutionize service delivery and reduce costs with AI.

 

We are at a critical juncture of exponential growth in AI, automation, re-industrialization, and electrification of the grid. With expected electricity demand to double by 2050, the US needs to energize its grid at a faster rate than in previous decades. To address demand, the US has committed to the tripling of nuclear power (200GW+) by 2050, which will involve anywhere from 200 new large reactors to potentially 600+ or more Small Modular Reactors (SMRs). With near-record public support and bi-partisan support, nuclear power is poised for a resurgence.

I hope you can join us for an engaging afternoon as we discuss creative approaches to drive nuclear construction across the country, with a focus on national policy and investment levers that can be implemented now. This unique event will gather both Industry and Government leaders in nuclear power policy and engineering to discuss the state of the industry and leave with actionable insights to advance nuclear development.

 

What we'll discuss

 

 

1 PM

Welcome and opening remarks

Owen Davies, Accenture Federal Services

The future of customer interactions: Reinvent service centers with AI for unmatched efficiency and enhanced user experience

Eyal Darmon, Accenture

1:30 PM - 2:45 PM

Proactive prevention: Streamline service centers by reducing unnecessary calls

Nelson Smith, Accenture

Hear from the authors of the Accenture UK Trust in Government Report quis nostrud exercitation ullamco laboris. 

3:00 PM - 5:00 PM

Contact containment: Leverage AI for efficient and human-like interactions

Lon Anderson, Accenture Federal Services

Maximize agent impact: Seamless AI-enhanced transfers and optimized interactions

Bruce Bruning and Liz Herman, Accenture Federal Services

Contracting for outcomes

Eunice Katta, Accenture Federal Services

Bring the Operational Model of Trust to life with subject matter experts through breakout rooms.

5:00 PM - 6:35 PM

Explore the Forge®

Stretch your legs and continue the conversation and exploration of reinventing the service center landscape  

Mission Ops

What's happening

Stay ahead of change and evolving opportunities in tech, design, and talent. Events at The Forge are tailored to bring federal, industry, and commercial thought leaders together, to engage around common goals and shared challenges. 

What we think

 

Event-splash-AFS-f1

It's what we do.
It's Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast of the Semantics, a large language ocean.

Event-splash-AFS-f3

And this is how.
The Big Oxmox advised her not to do so, because there were thousands of bad Commas, wild Question Marks and devious Semikoli, but the Little Blind Text didn't listen.

Who we are

Denise Zheng-2

Denise Zheng
Chief AI Officer and Data & AI Lead

Accenture Federal Services

Owen Davies

Owen Davies
Retirement and Personnel Sector Lead and Intelligent Service Center Senior Executive

Accenture Federal Services

Lon anderson

Lon Anderson
Business Process Services Lead and Intelligent Service Center Executive 

Accenture Federal Services

bruce Bruning

Bruce Bruning
Participant Services and Intelligent Service Center Lead 

Accenture Federal Services

Eunice Katta

Eunice Katta
Managing Director 

Accenture Federal Services

Liz herman

Liz Herman
Training, Outreach, Communications, and Knowledge Lead 

Accenture Federal Services

Our partners

Short description goes here in a sentence with a single or maximum of two lines.

logo-pwc
logo-aws
logo-oracle
logo-googleC
logo-deloitte
join

FAQs

How do I obtain access to the building?

The Forge is located on the 7th floor of the 1201 New York Ave NW building. Proceed to the elevators nearest the Slipstream Coffee shop and take them up to the 7th floor. 

How do I get there on the Metro?

The building is located two blocks from the McPherson Square station, with stops from the Orange, Blue, and Silver lines. 

Is there parking at the venue?

Parking is available in the building, and the entrance to the garage is on I Street. It is operated by Metropolis, and the daily max is $22.

Intelligent Service Center: Reinvent service and improve outcomes at lower costs with GenAI and agentic AI

July 22, 2025 

The Forge

1201 New York Ave NW, Washington, DC 20005