Gen AI use case: Virtual Civil Servant
Virtual assistants empowered by Generative AI can provide personalised responses to citizen questions about public services
Translate and Simplify
I am a digital human that is here to help you. You can of course always schedule an appointment with a real person
Many government organizations send out communication in only one language. This communication can be complex and hard to translate, especially since these concerns tend to be complex. Citizens experience anxiety as a result of difficult terminology and the potential implications if information is not understood correclty. Therefore, I am here to assist you as a digital human!
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We created a prototype that helps citizens with the translation of letters and answers to contextual questions
Challenges and opportunities
Government organizations perform a range of functions, from supporting public health to promoting tourism. Data about government and public services, however, is often stored in a variety of formats and locations (e.g., on-prem, cloud), challenging interoperability. When citizens contact agencies to make use of their rights to services and resources, human agents are challenged to rapidly access and summarize information to satisfy citizen questions.
A Generative AI-enabled virtual assistant can serve as the interface between citizens and government information, helping with questions and transactions via empathetic, natural language. The virtual assistant can distill and summarize information from myriad sources on a variety of topics in multiple languages. In this way, government digital services (e.g. retrieving regulation information or schedul
This prototype was created to inspire and show the ‘art of the possible’. It does not aim to replace human contact. Instead, it broadens government interaction possibilities by adding an alternative inclusive channel.
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Deloitte’s solution-based approach
Rehearsing the future with prototypes
This futuristic prototype, focused on the user experience (UX) of citizens, was created by a service designer and a UX designer working at Deloitte. We strongly believe in the power of prototyping to envision the future from human perspective. Besides the UX in our prototype, we consdider the following adjacent topics crucial for a Gen AI assistant for government services:
Responsible
While virtual assistants may be valuable for providing information, they may not be suited to providing true insight and advice. Agencies need to guard against an overreliance on a Generative AI solution and the potential for citizens to take some action based on a faulty or improper AI output.
Secure
An AI model that provides accurate information may be a target for cyber criminals seeking to access sensitive information or to manipulate the model and its underlying data. Many government agencies contend with cybersecurity regulations and standards, making model security a priority.
Reliable
Model accuracy and timeliness depends in part on the data sources it can access, and if information is outdated or incorrect, it creates a risk of erroneous outputs. Human stakeholders responsible for updating information have a direct impact on model reliability and user trust.
