AI Chatbots for the Government and Public Sector

Chatbots are booming with their increased popularity. Based on a market analysis report by Grand View Research, the global chatbot market size in 2021 is valued at USD 526M and expected to grow approximately 26% from 2022 to 2030. Chatbots are being utilized heavily in the private sector – such as retail, travel, customer, insurance, and banking. However, there are growing use cases for AI chatbots for the government and the public sector.

Traditional Chatbots

In the past, many businesses used traditional chatbots on their websites. These traditional rule-based chatbots have limited technological capabilities, as a result, they only work well for very simple tasks. For instance, a visitor may need to respond to a traditional chatbot by selecting a button or using a specific keyword it is preprogrammed to recognize. If the response is unrecognized, the chatbot is likely to put the visitor into a frustrating endless loop until it receives a response it recognizes.

rule-based chatbot and ai chatbot

Growth of AI Chatbots

More recently, chatbots have combined with AI (artificial intelligence) technologies to make intelligent conversational AI chatbots. Using natural language processing (NLP) and machine learning (ML), these AI chatbots interpret human languages and analyze intent to deliver the best possible response.

While traditional rule-based chatbots have their use cases, conversational AI chatbots have been growing in popularity because of several advantages including more scalability, adaptability, and capabilities.

Advantages of AI Chatbots

Thanks to advances in AI, chatbots have become a key component in supporting organizations. AI Chatbots helps organizations deliver services efficiently and at a reduced cost by streamlining interactions between people and its services.

Other advantages of AI chatbots include helping to solve operational challenges, scaling customer support, improving engagement, and an overall better experience for customers and employees. Moreover, AI chatbots can also be integrated with existing backend IT infrastructure which allows for more powerful, personalized, and seamless interactions.

Organizations can not only support more visitors by using AI chatbots as extra support representatives, but they also provide a convenient and immediate self-service channel – available 24 hours, 365 days. Furthermore, visitor satisfaction can increase with improved intelligent chatbot experiences without the need to wait on hold or sit in a queue. By resolving simple requests from visitors, AI chatbots increase productivity and empower staff to deal with more engaging complex issues.

benefits of ai chatbots

AI Chatbots in the Private Sector

As AI chatbots have grown in popularity, they have expanded their use cases across many different industries. For example, AI chatbots are found in retail, travel, banking, fintech, digital health, and insurance – to name a few. AI chatbots are appealing in business as they provide a better user experience at a lower cost. 

In fact, Gartner research found that organizations reported a reduction of up to 70% in call and email inquiries, increased customer satisfaction, and a 33% saving per voice engagement after implementing a chatbot. In addition, Juniper Research predicts chatbots will save banking, healthcare, and retail sectors up to $11B annually by 2023. 

AI Chatbots for the Government and Public Sector

For many years, governments and their agencies have looked for innovative ways to better deliver its services to the public. By observing how AI chatbots have helped increase operational efficiency and cost savings in the private sector, there is significant potential in AI chatbots for the government and public sector.

For instance, AI chatbots can be scaled to increase the opportunities for public access for help and by decreasing queries to human staff. Simple and repetitive tasks can be resolved with AI chatbots, consequently, alleviating the stress on limited resources. Furthermore, AI chatbots enable staff more time for meaningful and engaging support – leading to higher employee, as well as customer satisfaction. In fact, a nearly 90% of business respondents in a survey from MIT technology review recorded measurable improvements in the speed of complaint resolution after deploying an AI chatbot.  

Benefits of AI Chatbots for the Government and Public Sector

There are several benefits of AI chatbots for the government and public sector:

  • Offering immediate and convenient help and information to visitors.
  • Help decrease costs and increase satisfaction as AI chatbots can resolve routine service queries and allow human staff to focus on more complex, high-value conversations.
  • Empower users through self-service by using AI to predict user needs, as well as offering recommendations based on intents.
  • Obtain actionable insights through conversational data to predict future needs and services.
  • Providing accessibility any time of day and in multiple languages to serve diverse population.
  • Continuous improvement by supervised machine learning and provide better customer service over time.
  • Integration with current IT infrastructure to help automate and support internal tasks. In addition, provide conversational history and context for external customer service requests.

How AI Chatbots are being used in the Government and Public Sector

The public sector saw a significant adoption of AI chatbots because of the COVID-19 pandemic. Governments were being relied upon for health testing, unemployment benefits and other assistance. As government offices closed with restrictions on in-person visits, new engagement channels were required to handle the influx of requests. 

For example, the Texas Workforce Commission uses a chatbot to help with frequently asked questions (FAQs). The Department of Homeland Security uses a chatbot to help people on immigration services, passports, green cards, and other offered services. AI chatbots are also being used around the world – by governments and its agencies in Dubai, the Australian Taxation Office, Transport for London (TfL), and more.  

Our team at NeuroSoph has built two AI chatbots for the Commonwealth of Massachusetts. One that provides information about COVID-19 and vaccinations, and another that helps citizens obtain their digital vaccination cards. These chatbots have handled over 1.5M interactions and are able to handle over 92% of visitor requests. NeuroSoph and the Commonwealth of Massachusetts are working together to release more intelligent AI chatbots across the mass.gov website.

NeuroSoph builds conversational AI chatbots

NeuroSoph is an end-to-end AI software and services company that has over 30 years of combined experience in the public sector. We are highly skilled and knowledgeable experts in AI, data science, strategy, and software.

Using NeuroSoph’s proprietary, secure and cutting-edge Specto AI platform, we empower organizations with enterprise-level conversational AI chatbot solutions, enabling more efficient and meaningful engagements.

For more information about our product and services, please contact us today – lets extend intelligence in your organization.

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