Could AI Help Governments Deliver Better Service Quality?

Prior to the roll out of generative artificial intelligence (AI) tools such as ChatGPT, governments were focused on suing chatbots to automate their advice and services. In the beginning, chatbots had limited conversational abilities and were simpler. However, the emergence of generative artificial intelligence has seen governments offer more efficient public service with people-like advisors who can work 24/7 answering queries on taxes, benefits and other areas where the public and the government interact.

In theory, properly trained gen-AI may be able to hack all sorts of queries on government services. In practice, however, this may not be entirely accurate as gen-AI is known to make mistakes and sometimes even give answers that make no sense.

The United Kingdom’s Government Digital Service recently conducted tests on GOV.UK chat, a bot based on ChatGPT designed to answer questions on different issues. The agency determined that while about 70% of participants were given useful answers, the system did sometimes generate incorrect data that it presented as facts.

In its report, the agency explained that the answers provided by the bot didn’t meet the level of accuracy required for a site like this one, where factual accuracy was paramount.

In addition to the United Kingdom, other countries are also experimenting with gen-AI-based systems. For instance, Portugal recently rolled out the Justice Practical Guide, a bot designed to answer basic queries on simple topics such as divorce and marriage. In the first 14 months of its use, the chatbot received more than 28,000 questions. While it performed well on basic questions, the bot often apologized for not having data on trickier queries. One source in the country’s ministry of justice admitted that while wrong replies weren’t common, they were having issues with trustworthiness.

Despite these hitches, the ministry hopes that these issues will fade out as the bot’s level of confidence in answering questions increases.

Overall, can artificial intelligence actually help governments deliver better service quality?

Well, Estonia has been a pioneer in the digitization of public services. The country recently developed chatbots for state services based on Natural Language Processing, instead of Large Language Models such as ChatGPT. While this algorithm is more limited in potential, it’s less likely to give any misleading or wrong answers to users. Additionally, the chatbots offer more nuanced answers and provide higher conversational quality.

With this in mind, we can agree that artificial intelligence may help governments deliver better quality of services. However, it is important to note that chatbots cannot replace civil servants. Rather, they should be treated as an additional service that affords users a quick way to find out something.

Tech companies such as Apple Inc. (NASDAQ: AAPL) can facilitate this transition by innovating tailored products for use by government agencies in the way they brought health wearables on the market.

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