Wherever your government agency is on its digital transformation journey, you may be wondering how you can take advantage of emerging technologies such as artificial intelligence (AI). What are impactful ways that you can use it to help you achieve your mission and better meet the needs of those you serve?
To help you answer that question, you can read the Gartner report: “Where You Should Use Artificial Intelligence—and Why.” In it, Gartner provides research analyzing the potential of AI in various horizontal and vertical use cases.
You can also get inspired by learning how other public sector organizations are innovating with AI to address their challenges and goals. In this three-part series, we’ll share examples of how government agencies are engaging citizens, empowering teams, optimizing operations, and transforming services in ways never before possible with intelligent solutions.
Making information more accessible to citizens with digital assistants
One of the biggest challenges governments face is keeping up with requests for information and communicating with those they serve in the ways people expect. So one of the first ways many agencies are taking advantage of AI is with digital assistants.
Another reason government agencies often start their AI journey with digital assistants is because they’re quick and easy to implement. Most of our customers have a digital assistant proof of concept customized for their services up in a matter of days.
Digital assistants can provide citizens with access to information 24/7, while saving government teams’ time. Also referred to as chatbots, they support natural language interactions via text or speech. So people can ask a question through a conversational channel as if they were speaking with a call center agent—using the platform and messaging tool of their choice. That way, they can access a government agency for support for common queries and tasks when and where it’s convenient for them.
With a digital assistant handling commonly asked questions, government teams can focus more of their time on more strategic, satisfying work that helps further an agency’s mission.
Ratcheting up service delivery and supporting its teams is precisely what The Federal Department of Human Services in Australia is doing with a slew of digital assistants. It’s transforming itself and the many millions of transactions it has with citizens each year with its AI-powered platforms.
One of its first digital assistants, Roxy, has been trained to understand Australia’s social welfare legislation so it can provide advice about what is relevant to an individual and the benefits to which he or she may be entitled.
Another of its thought-leading AI projects, designed with inclusivity and accessibility as core tenets, is an interactive online virtual assistant called Nadia. Developed for the National Disability Insurance Scheme (NDIS), Nadia interacts with people to guide them through their service options and also respond to questions using a natural conversational interface. Developed with direct input from differently abled Australians, Nadia has been tested and trained through a million interactions, and has achieved a 92 per cent approval rating from test users.
Read more about the exciting ways Australia’s DHS is harnessing AI in this Microsoft newscenter feature story and this IT news article. Plus, keep an eye out for a video showcasing the exciting ways it’s transforming citizen service delivery in the coming months.
And advance your own plans for harnessing AI with the help of Gartner research. Get the report: “Where You Should Use Artificial Intelligence–and Why.”