Today’s citizens expect seamless, convenient interactions with government entities, akin to the experiences they have with consumer-facing businesses. However, public sector organizations often struggle to meet these rising expectations due to limited resources, complex bureaucracies, and outdated technological infrastructures.
This is where conversational AI – including technologies like chatbots and virtual assistants – emerges as a powerful tool for enhancing public services. It uses the power of natural language processing (NLP) and machine learning to transform how citizens interact with government services. This allows public sector organizations to streamline processes, enhance citizen engagement, and deliver more efficient and responsive governance.
This post explores six use cases of conversational AI in public sector governance, showcasing how these technologies are transforming interactions between governments and citizens.
Six ways to use conversational AI in public sector governance
1. Streamlining citizen services
One of the primary ways of implementing AI in public services is citizen support and service delivery.
Intelligent virtual assistants, like chatbots, can serve as the first point of contact for citizens seeking information or assistance with government services. Deploying these AI-powered tools on official websites and mobile apps can handle common inquiries, such as application processes, document requirements, and service availability.
Available 24/7, they provide instant responses, reducing wait times and making services accessible at any time. This alleviates the burden on human staff, particularly during peak times or high volumes of inquiries. They can also offer multilingual support, catering to a diverse population. And, use data from previous interactions to provide personalized assistance, enhancing the user experience.
An example of this is CHIP, the City Hall Internet Personality, in Los Angeles, which helps residents navigate city services and report issues. Similarly, the IRS chatbot in the United States assists with tax-related questions, alleviating the workload on human staff.
2. Enhancing public health communication
Conversational AI is a powerful tool in the public healthcare domains. These AI systems provide citizens with reliable health information, facilitate appointment scheduling, and monitor public health trends through natural language interactions. This enables public health authorities to efficiently manage large volumes of inquiries and maintain public trust during health emergencies.
The U.S. Centers for Disease Control and Prevention developed “Clara,” a conversational AI assistant that offers accurate, up-to-date information about COVID-19. Clara answers frequently asked questions and tackles misinformation, ensuring that the public receives trustworthy information during the pandemic.
Similarly, in India, the MyGov Corona Helpdesk on WhatsApp was introduced to answer citizens’ questions about COVID-19, offering timely and accurate information on symptoms, preventive measures, and vaccination.
3. Improving public safety and emergency response
Conversational AI serves as a valuable solution in enhancing public safety and emergency response efforts. During an emergency, conversational AI assists public safety agencies in giving out crucial information to the public on evacuation routes, shelter locations, and safety protocols – helping citizens prepare for potential disasters. Further, chatbots can gather information from affected citizens, coordinate resources, and provide instructions for response teams.
This allows AI-powered chatbots to play a pivotal role in mitigating risks and ensuring the safety of citizens. They can make informed decisions and take appropriate actions to protect themselves and their families.
A notable example of this is Clara – the American Red Cross’s conversational AI assistant.
During disasters such as hurricanes, wildfires, or floods, Clara acts as a reliable source of information for affected individuals. Through various communication channels such as text messages, social media platforms, or the Red Cross website, it provides essential updates on shelter locations, emergency supplies, and safety precautions.
Plus, Clara offers personalized assistance by answering inquiries from individuals seeking help or information, such as finding a nearby shelter, locating loved ones, or accessing emergency resources. It is also integrated with FEMA’s database, allowing it to provide more accurate and up-to-date assistance to individuals affected by disasters.
4. Automating administrative tasks
Conversational AI transforms the daily routines of government employees by automating repetitive administrative tasks.
For instance, consider employees within the State of New York’s Department of Motor Vehicles (DMV). Instead of manually scheduling appointments, responding to routine inquiries, or providing information on license renewals, DMV employees can rely on chatbots to handle these tasks efficiently.
This automation not only saves time but also reduces the administrative burden on staff members, allowing them to focus on higher-value activities such as processing complex applications, resolving customer issues, or developing innovative solutions to improve service delivery.
Further, conversational AI facilitates seamless internal communications within government offices. Chatbots can assist employees in scheduling meetings, managing calendars, or providing important announcements, ensuring that information is communicated effectively and efficiently across departments.
This way, government employees can work more effectively and collaboratively, leading to improved efficiency, productivity, and overall job satisfaction.
5. Taxation and revenue collection
Tax compliance and revenue collection are essential functions of government, but they can often be complex and confusing for citizens.
Conversational AI can simplify these processes by providing personalized guidance, answering tax-related queries, and facilitating online filings or payments. It understands natural language inputs, allowing users to ask questions in plain language and receive clear, concise responses tailored to their specific circumstances. This helps demystify complex tax concepts and ensures taxpayers have a better understanding of their obligations and entitlements.
Additionally, conversational AI streamlines the tax filing process by guiding taxpayers through step-by-step instructions, helping them complete forms accurately, and providing real-time feedback to prevent errors. Taxpayers can also receive reminders and notifications about important deadlines or upcoming tax events, reducing the risk of missed filings or payments.
Overall, this improves efficiency, transparency, and user experience for taxpayers. Plus, citizens can fulfill their tax obligations more effectively while enhancing government revenue collection efforts.
Consider the experience of taxpayers interacting with the Internal Revenue Service (IRS) in the United States. With conversational AI, taxpayers receive tailored assistance in understanding tax-related processes. These AI assistants are accessible through various channels such as the IRS website, mobile apps, or even voice-enabled devices, providing taxpayers with instant support and guidance at their convenience.
6. Fraud detection and prevention
Imagine having a personal detective at your disposal, tirelessly processing vast amounts of data, analyzing intricate patterns, and alerting you to any suspicious activity. That’s exactly how conversational AI can operate within government agencies, serving as an invaluable detective in the department of fraud detection and prevention.
Conversational AI goes beyond mere detection by facilitating proactive fraud prevention. It can automatically generate notifications when suspicious activities are identified, empowering government agencies to intervene promptly and prevent financial losses or protect taxpayer funds.
Conversational AI also fosters collaboration and information sharing among government agencies involved in fraud detection and prevention efforts. This way, agencies can work together more effectively, leveraging their collective resources and expertise to combat fraud.
Further, it safeguards public funds, ensures the integrity of government programs, and ultimately protects the interests of citizens.
Final thoughts
The rapid advancements in artificial intelligence (AI) have revolutionized various sectors – and the public sector is no exception.
As governments strive to meet the evolving needs and expectations of their citizens, we can expect to see even more innovative applications of conversational AI in the public sector,
However, it’s important to note that the successful implementation of conversational AI in the public sector requires careful consideration of ethical principles, data privacy, and security measures. Transparency, accountability, and citizen trust must be at the forefront as governments embrace this transformative technology.
The post Six Use Cases of Conversational AI in Public Sector Governance appeared first on Datafloq.
