For governments, 2024 will be about exploring new ways of engaging with residents. By this time next year, the public sector will be updating transparency guidelines and providing clarity on how generative AI is being used when it comes to government interactions with residents.
As machine learning accelerates with new human input on a near-constant basis, AI functions such as chatbots are becoming more “human” and articulate in their responses, being able to recognize “sentiment” in real time by interpreting voice, text and tone clues.
This has implications for operational efficiency and personalization of experience. Government agencies will need to create transparency and effective data governance around how customer service is delivered and whether it’s a human or computer at the other end of the phone line.
Gen AI is the future in 2024: more detailed use cases
In order to build the best use cases for ever-evolving tech applications, both federal and state and local (S&L) agencies must start by defining what gen AI means to the public sector, including understanding what forms of gen AI residents are already using.
Agencies are already automating routine processes that are well-bound and established. Looking to the future, federal agencies have questions similar to those of commercial counterparts—questions such as, "What is AI and what are its potential use cases?" While there is apprehension in certain corners, there is more intrigue as to the potential use cases and applications that generative AI can solve for.
On the S&L side, agencies are exploring what gen AI means and its potential impact. Gen AI work is generally RFP-based as agencies seek practical use cases to apply AI in the S&L space. For example, can gen AI pull up a form and autofill the required information on behalf of a resident who needs help filing an unemployment form? With gen AI, analytics are baked into it, adding automation and the feel of a “personal assistant” to the resident experience.
In 2024, residents are likely to see ever more business use cases generated around the functions and capabilities that government agencies serve. A focus on personalization and improved customer experience will be realized as the technology develops.
The go-to-market impact will be:
- More seamless delivery of government services to residents
- Right-sized staff budgets as technology helps automate functions once thought only possible to complete with human help
- The ability to measure the success of different generative workflows using analytics ability
What government agencies should focus on with generative AI in 2024
Here are three focus areas that can help agencies understand what’s at stake with generative AI.