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Granicus adds AI analytics to Government Experience Cloud
Thu, 1st Oct 2026 (Today)
MARA SUGUENews Editor
Granicus has expanded its Government Experience Cloud with Government Experience Insights Professional, adding AI-based analytics to its public sector platform.
The new product is available to Government Experience Cloud customers and is intended to help agencies measure digital services, identify where users encounter problems, and decide which changes to prioritise.
GXI Professional is now included with Government Experience Cloud, a platform used by public sector organisations to manage digital interactions with residents. The analytics tool is designed to give agencies a view of how online experiences perform across different audience segments and resident journeys.
According to Granicus, the product draws on data from 30 billion anonymised annual government interactions across more than 7,000 government organisations. It uses AI and machine learning to compare agency performance against broader benchmarks and suggest areas for improvement.
The expansion reflects growing demand from government bodies for better insight into how residents use websites, forms, communications, and online services. Public sector organisations have increasingly shifted services online, but many still rely on separate reporting tools, making it difficult to track where users abandon a process or fail to complete a task.
GXI Professional is designed to address that issue by linking analytics to the digital services agencies already run through Government Experience Cloud. This allows teams to review service performance without adding a separate analytics system.
Functions listed by Granicus include identifying friction in resident journeys, translating data signals into recommendations for content and service changes, and tracking whether those changes improve engagement and user behaviour over time.
Mark Hynes, Chief Executive Officer of Granicus, said the product is aimed at agencies that have struggled to make sense of fragmented service data.
“Historically agencies have had to stitch together isolated and incomplete reports to try to determine how digital experiences are performing. GXI Professional is designed to not only bring a unified view of the customer journey, but to leverage advanced AI and our global best practices to bring empirical data to the important question of what to do next,” Hynes said.
He added that agencies are under pressure to show improvements while working with constrained budgets and staff time.
“By identifying friction points, surfacing improvement opportunities, and measuring the impact of changes over time, GXI Professional helps government teams focus limited resources on the improvements that can deliver the greatest benefit for residents and demonstrate their results empirically,” Hynes said.
Granicus positions the wider Government Experience Cloud as a platform built specifically for public sector organisations. It says thousands of agencies in the US and other markets use the platform to manage engagement, service delivery, compliance, and transparency requirements.
The latest expansion also underlines how software suppliers are applying AI tools to practical workflow and service questions rather than only to front-end chat systems. Here, the emphasis is on helping government teams understand where online applications or service journeys break down and what changes could reduce drop-off.
Karthik Anbalagan, General Manager for Emerging Technologies at Granicus, said the company sees the tool as a way to turn a large pool of government interaction data into operational guidance.
“GXI Professional combines AI and one of the largest government experience datasets available to help leaders identify and address the improvements that matter most,” Anbalagan said.
Anbalagan gave one example of how the product might be used by agencies running benefits services online.
“Seeing a decline in benefits applications? GXI will help you identify what’s driving dropoff, where customer journeys break down, and how to turn them around so your residents can complete their tasks online,” Anbalagan said.
According to Granicus, participating customers can receive an initial AI-led assessment of their digital experiences and guided implementation support to establish ongoing improvement processes. Its teams work with agencies to interpret findings and prioritise changes based on the data.
“That’s the difference between reporting data and understanding what to do next,” Anbalagan said.
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Image: Mark Hynes
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