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How AI will play a substantial role in the future of government

Artificial intelligence (AI) and advanced machine learning are revolutionizing every sector of the economy, thanks to their ability to gather, analyze and act on vast amounts of data almost instantaneously.

Data analytics, machine learning, natural language processing, neural networks, robotic process automation and other technologies have the potential to revolutionize the nuts and bolts of many government services and processes. Workers will be freed from routine administrative tasks so they can concentrate on adding value by providing personal service to citizens who need more assistance than automated systems can deliver. This will ultimately lead to better outcomes and free workers from mundane administrative tasks.

Training and certification: Tailoring internal training and certification programs to individual learners is a job made for AI. By analyzing a trainee’s performance, further instruction can be personalized to cover any gaps or weaknesses, leading to a more satisfying training experience and better learning outcomes.
Improve services: Virtual assistants, chatbots and other “smart” tools can provide fast and efficient service to help citizens complete mundane transactions. If a case becomes complex, skill-based routing can direct the citizen’s transaction to the human operator best able to help resolve it. AI can also be used to make workplaces and equipment safer and more efficient.
Increase efficiency and reduce cost: AI technologies, as noted, can take over mundane tasks, saving human workers time and allowing faster resolution of customer queries and transactions. Sorting mail, searching databases and providing basic translation services can all be handled by AI.
Accelerate digital transformation: Government departments, like most businesses across the country, must continually transform their operations so they remain in line with public expectations. This currently includes mobile and multi-platform services, smart cities, digital governments and more. The key for government is to ensure its AI systems are adaptable so they can continue adapting and offering value.

Governing the government
The key to making AI a success in government is oversight. Government bodies must carefully select the best tools for their needs and, where possible, play an active role in their development and deployment.

Doing so will provide the best of both worlds: efficient and reliable systems delivering smooth and efficient service, backed up by skilled and motivated government employees empowered to use their empathy, judgment and professional skills to help citizens with their interactions and transactions.