Government and AI Partnerships Yield Innovative Live Chat Services
Interactive Chatbot Answers Questions on AI and Government
Artificial intelligence (AI) may prove to be the most transformative technology of the 21st century. Data Scientists who work in the field – whether in the public or private sector – are stationed at a frontier that is advancing at an ever-accelerating rate. For decades now, AI researchers have sought to enable computers to perform a wide range of tasks once thought to be reserved for humans. In recent years, the technology has moved from science fiction to real life: AI programs can play games, recognize faces and speech, provide live chat services, learn, and make informed decisions. As striking as AI programs may be, the technologies behind artificial intelligence are already having a real impact on many people’s lives and work. AI-based technologies include machine learning, computer vision, speech recognition, natural language processing for live chat services, and robotics. These technologies are powerful, scalable, and improving at an exponential rate. Developers are working on implementing AI solutions everywhere and in everything, from self-driving cars to autonomous drones, from “intelligent” robots to accurate speech translation.
AI in the Public Sector
This being said, the advances in AI are – and can be – much more utilized in the general government sector. A strong partnership between AI and the government will not only yield benefits for the public, it will also help to deal with global issues like climate change, natural calamities, poverty, unemployment, terrorism, and more. The Public Sector is constantly seeking and finding suitable applications for AI that will improve live chat services and cognitive technologies, and will eventually revolutionize every facet of government operations. For example, The Department of Homeland Security’s Citizenship and Immigration and Services has created a virtual assistant, EMMA, that can respond accurately to human language. EMMA uses her intelligence simply by showing relevant answers to questions. Thus far, her live chat services are put to great use – Emma answers almost half-a-million questions per month at present. Learning from her own experiences, the virtual assistant gets smarter as she answers more questions. Customer feedback tells EMMA which answers helped, honing her grasp of the data in a process called supervised learning.
If one accepts this simple formula, it’s easy to see that the government will inevitably be a prime beneficiary of artificial intelligence and machine learning: More data + Simple problems solved using an Artificial Intelligence or Machine Learning approach = More potential benefit.
For example, the U.S. Defense Department employs 207, 000 personnel focused on military acquisitions and contracts. This is more personnel than are currently active duty Marines. The National Government employs 93,000 attorneys that review documents, conduct due diligence, and generate and examine contracts, all of which could be aided through artificial intelligence / machine learning approaches. In many cases, lawyers in the public sector litigate against private firms that employ armies of attorneys. Government lawyers would greatly benefit from AI to automate the more mundane legal tasks to economize their resources and better argue lawyers from the private sector. The legal sector is catching on to the value of AI/ML, and nowhere is it more applicable than the Federal Government.
The Government Digital Service (GDS) has been experimenting with different applications such as predicting page views to do anomaly detection. So far, the GDS is focusing on demonstrating the capabilities of machine learning algorithms on a number of products and prototype services. In the UK, HMRC has started to employ clustering techniques to segment VAT customers. The UK Government has the opportunity to be a world leader in this area and benefit from the rich academic and industry expertise across the country.
Future Potential For AI in Government
If you spend time in and around government agencies – whether federal, state or local – you are likely to hear some common complaints:
“We don’t have enough people to keep up!”
“We have to go through miles of case law on this one.”
“The paperwork is killing our productivity.”
“We don’t know because we cannot track events and incidents like that.”
These are exactly the sorts of problems that cognitive technologies like artificial intelligence and machine learning can address – and there’s great potential for further AI applications. A great advantage of an AI-enhanced government could be that all the rules of governance and decision making could be completely transparent to the public. Any citizen could ask, “Why did you do that?” And an artificially intelligent assistant could point to the rationale behind any process of governing, including the facts to back it up. What’s more, an AI government assistant could help legislators to reevaluate all existing or candidate laws for contradictions and duplication, substantially cleaning up the code and conserving time. Additionally, it could help quantitatively optimize the civil code for maximal efficacy and minimal pathology, providing intelligent suggestions to legislators, who could implement changes accordingly.
Speak with the team of Data Scientists at RapportBoost.AI to learn more about our live chat agent training solutions.
Authored by Tushar Pandit, Data Science Advisor to RapportBoost.AI.