As GPT models and generative AI gain momentum, an increasing number of government agencies are considering the technology to improve decision-making and mission readiness. Specifically, the incorporation of generative AI in government and public sector is gaining attention as agencies observe its potential to enhance operational efficiencies and public engagement.
Taking a page out of private sector experiences with digital consumer services, public sector organizations are keen to drive speed and frictionless service outcomes using generative AI solutions.
This approach is becoming increasingly relevant in ensuring that public services are delivered more effectively and responsively. The consumerization of AI voice bots like Siri (Apple) and Alexa (Amazon) or any other AI Assistants has increasingly influenced how the public sector pivots towards faster adoption of AI to improve the digital experiences for military, civilian, and citizen lives.
Some Government agencies have already invested in conversational AI solutions for diverse use cases like Emma which helps with immigration services, green card, and passport inquiries for The Department of Homeland Security, USA; or MISSI which provides auto-resolutions for state information, taxation & health services. But there is still a long way to go before investing in AI becomes a no-brainer for the public sector.
AI and Automation for Public Sector
Utilizing AI and automation in government agencies could bolster efficiency for them without a significant monetary burden by handling laborious tasks, which generative AI assistants are already performing faster and more accurately. The resulting advantages encompass heightened citizen satisfaction and improved service quality.
Nonetheless, the primary hurdle for AI adoption in the public sector pertains to security and privacy issues. Given its implications for national security, no risk can be overlooked when integrating any technology, including AI, in military, civilian, or citizen initiatives.
How Generative AI is Transforming the Public Sector
While AI is still in an era of exploration, where new potentials, technologies, and ideas are emerging rapidly, there is far more to uncover than we have seen so far. Yet, at the same time, early discoveries are already advanced enough to deliver major increases in efficiency, speed, accuracy, and effectiveness.
Generative AI is helping automate repetitive and mundane tasks, enabling staff to take on higher-value work. By tackling labor-intensive tasks, AI can positively transform the public service workforce and the desirability of government jobs. A study by Accenture revealed that 80% of public service leaders believe that implementing intelligent technologies would improve the job satisfaction of current employees.
The government has a unique role in this era of AI disruption. Not only should the government adopt AI to improve operations and public services, it also needs to manage the economic and societal impacts of AI on other industries, and set the ethical and legislative frameworks for AI to be used safely in our communities.
Generative AI Use Case in Government
The City of Denver has significantly enhanced its IT support and self-service capabilities by implementing AiseraGPT. With the introduction of “Ask Dee,” a bot powered by AiseraGPT and domain-specific LLM, the City of Denver has automated a substantial portion of repetitive service desk tasks.
This includes handling common IT requests like software provisioning, account, and hardware troubleshooting. As a result, the city of Denver boasts an impressive auto-resolution rate of 81%, marking a notable improvement in service efficiency and employee satisfaction.
Conclusion
Aisera and Carahsoft recently hosted a webinar with Murali Nemani, CMO at Aisera, Muddu Sudhakar, CEO and Co-founder at Aisera, and Steve Barski, Aisera Customer, and Public Sector Leader. The topic of discussion was the use of AiseraGPT and Generative AI to modernize the service experience for the public sector.
To learn how to bring the power of AiseraGPT and get started with Generative AI to your agency, watch the on-demand webinar or book a custom AI demo today!