埃森哲：2025年智能服务中心：生成式AI与代理型AI驱动下的服务重塑与降本增效报告（英文版）

The first is the ambitious modernization and cost-cutting agenda set by the administration. The second is the technological revolution in generative artificial intelligence (GenAI) and agentic AI: systems that can act autonomously. These powerful tools can create more responsive, personalized, and empathetic citizen experiences. The result is an unprecedented opportunity to reinvent federal service center operations for all end users, including citizens, clients, constituents, customers, and