AI Use Cases in the Public Sector

Discover how public organisations can drive digital transformation and cut costs with GenAI

Generative AI helps government agencies meet rising citizen expectations, enhancing digital services and community engagement. AI use cases in government include customisable chatbots and voice assistants that can be rapidly developed and tailored to specific needs. 

Investing in AI can also lead to significant cost savings while maintaining high service standards. Explore real-life examples of GenAI's effectiveness in the public sector.

Main Use Cases of Generative AI in the Public Sector

1. Elevating citizen support

2. Automating inquiries and routine tasks

3. Integrating multilingual communication across channels

4. Inbound and outbound calls with AI voice bots

5. HR, recruitment, and onboarding

6. Enhancing emergency communication

7. Streamlining documentation and data analysis with AI

8. Automating content creation

Generative AI helps smaller teams manage and exceed their targets more effectively. AI tools allow staff to proactively address citizen needs, from health issues to financial concerns, ensuring timely and relevant interventions.

When it comes to AI use cases in government, local authorities are leveraging AI to enable access to public services through various channels—phone, app, website, or live chat. This integration centralises services, making it easier for citizens to find the resources they need and reducing the workload on staff.

AI also provides 24/7 access to public services, offering instant answers to common questions and simplifying tasks like appointment bookings. This results in a smoother, more efficient experience for residents. 

Pro tip

Worried about the accuracy of generative AI? You're not alone—over a third of global government leaders share this concern. To improve AI-generated content, try Retrieval-Augmented Generation (RAG). RAG combines your organisation’s data with AI, boosting accuracy and reducing errors. This results in more relevant and timely responses to citizens’ requests.

Tovie AI offers RAG through Data Agent, a no-code chatbot for any use case. Learn more on our page.

GenAI can help automate routine tasks, allowing staff to concentrate on more complex work. For example, in social care, AI assists in the assessment process, providing a consistent approach and letting social workers focus on detailed casework and critical decisions.

Among the use cases of generative AI, chatbots and virtual assistants enhance service delivery by managing a large volume of inquiries across different channels, from contact centres to online platforms. They address common public health and social care questions while directing more complex cases to specialists.

For example, Norfolk County Council in the UK has improved efficiency by automating data entry for carer payments, cutting processing time from 20 minutes to just 4 minutes and enhancing data quality.

AI enhances inclusivity in public services by bridging language barriers and facilitating cross-cultural communication. Government agencies can use these AI tools to provide multilingual support and accurate translations, making services more accessible to diverse communities.

For instance, Swindon Borough Council in the UK implemented an AI solution within its private cloud to manage translation needs efficiently. This system translates documents into 75 languages, preserving their original format and handling multiple translations simultaneously. By reducing translation costs and processing time, the council achieved an impressive return on investment, estimated at 6.3 million per cent.

Pro tip

Public services can consolidate their data on a unified platform to reduce costs while facilitating multilingual communication. By organising data, government agencies can streamline translation needs across various channels, making managing and tracking resources easier. This approach allows for the reuse of data and translation assets, reducing redundant work and speeding up response times.

Additionally, using AI-based translation tools within a secure, flexible architecture can significantly reduce the need for outsourced translation services. This method can lead to significant cost savings while still maintaining high accuracy and efficiency in multilingual support.

Richmond and Wandsworth Councils in the UK have teamed up with Tovie AI to pilot an AI-powered voice assistant, demonstrating a practical application of this technology in public services. This AI voice assistant handles outbound calls to update residents on waiting list statuses and gather current personal information. It also provides support to users of council-issued devices, including vulnerable individuals, and channels their feedback back to the council.

By using advanced speech recognition and natural language processing (NLP), the AI ensures clear, conversational interactions that align with residents' communication preferences. This AI use case not only improves service quality but also reduces the workload on support staff by efficiently managing routine inquiries.

Pro tip

Tovie Data Agent offers a game-changing solution for HR professionals, recruiters, and onboarding specialists. This powerful AI-driven search tool allows you to instantly access data across various formats and sources within your agency.

Imagine having the ability to quickly find relevant information for candidate evaluations, policy inquiries, or training materials – all at your fingertips. With Tovie Data Agent, you can streamline your HR processes, saving valuable time and resources. Plus, its machine-learning capabilities allow you to answer complex questions in real time, making it an invaluable asset for building skills and organising internal training programs.

Generative AI speeds up tasks such as sorting resumes, scheduling interviews, and evaluating candidates, making talent acquisition more efficient. Additionally, AI handles HR queries around the clock, providing quick and accurate responses to questions about policies and benefits, which enhances the employee experience.

Large language models (LLMs) are also effective training tools for onboarding. They offer instant access to company information and answer frequently asked questions, helping new hires get up to speed faster and more smoothly.

AI can be used to manage emergencies, such as severe weather or public health crises. Voice AI assistants, one of the many AI use cases in healthcare, can handle numerous calls simultaneously, reducing wait times and frustration. They also make outbound calls to update citizens promptly.

Online AI assistants provide accurate, real-time information about disaster relief, emergency services, and safety measures. They ensure that the community has reliable information during critical situations.

Large language models can make public sector workflows more efficient by automating the extraction of key information from documents. This reduces the need for manual tasks, such as reviewing applications, and speeds up service delivery.

Generative AI helps public sector organizations understand complex data and make informed decisions. It improves trend spotting, forecasting, and strategy development for addressing social issues.

For IT staff, LLMs simplify finding crucial details in lengthy technical manuals, boosting their productivity and problem-solving abilities. Additionally, exploring AI use cases in IT operations reveals even more ways these models can support and streamline daily tasks.

This technology aids in better policy-making and more efficient resource use by offering valuable insights. Looking into different AI automation uses can further enhance these benefits.

Pro tip

When implementing AI for documentation and data analysis in public services, consider integrating advanced search capabilities. A robust search-driven platform can significantly enhance both data analysis and security efforts. With the right technology stack, you can seamlessly extend your data search and observability tools into powerful security solutions.

Such an integrated approach allows security personnel to quickly search, visualise, and analyse vast amounts of enterprise data across various sources – from cloud and user data to endpoint and network information. This comprehensive view, coupled with machine learning assistance, enables rapid threat hunting and investigation across years of historical data.

Generative AI can enhance public sector communications by automating content creation. Key AI use cases for marketing include drafting press releases and social media updates. This ensures consistency and relevance in messaging, allowing public sector teams to focus on more strategic and impactful tasks.

1. Elevating citizen support

Generative AI helps smaller teams manage and exceed their targets more effectively. AI tools allow staff to proactively address citizen needs, from health issues to financial concerns, ensuring timely and relevant interventions.

When it comes to AI use cases in government, local authorities are leveraging AI to enable access to public services through various channels—phone, app, website, or live chat. This integration centralises services, making it easier for citizens to find the resources they need and reducing the workload on staff.

AI also provides 24/7 access to public services, offering instant answers to common questions and simplifying tasks like appointment bookings. This results in a smoother, more efficient experience for residents. 

Pro tip

Worried about the accuracy of generative AI? You're not alone—over a third of global government leaders share this concern. To improve AI-generated content, try Retrieval-Augmented Generation (RAG). RAG combines your organisation’s data with AI, boosting accuracy and reducing errors. This results in more relevant and timely responses to citizens’ requests.

Tovie AI offers RAG through Data Agent, a no-code chatbot for any use case. Learn more on our page.

2. Automating inquiries and routine tasks

GenAI can help automate routine tasks, allowing staff to concentrate on more complex work. For example, in social care, AI assists in the assessment process, providing a consistent approach and letting social workers focus on detailed casework and critical decisions.

Among the use cases of generative AI, chatbots and virtual assistants enhance service delivery by managing a large volume of inquiries across different channels, from contact centres to online platforms. They address common public health and social care questions while directing more complex cases to specialists.

For example, Norfolk County Council in the UK has improved efficiency by automating data entry for carer payments, cutting processing time from 20 minutes to just 4 minutes and enhancing data quality.

3. Integrating multilingual communication across channels

AI enhances inclusivity in public services by bridging language barriers and facilitating cross-cultural communication. Government agencies can use these AI tools to provide multilingual support and accurate translations, making services more accessible to diverse communities.

For instance, Swindon Borough Council in the UK implemented an AI solution within its private cloud to manage translation needs efficiently. This system translates documents into 75 languages, preserving their original format and handling multiple translations simultaneously. By reducing translation costs and processing time, the council achieved an impressive return on investment, estimated at 6.3 million per cent.

Pro tip

Public services can consolidate their data on a unified platform to reduce costs while facilitating multilingual communication. By organising data, government agencies can streamline translation needs across various channels, making managing and tracking resources easier. This approach allows for the reuse of data and translation assets, reducing redundant work and speeding up response times.

Additionally, using AI-based translation tools within a secure, flexible architecture can significantly reduce the need for outsourced translation services. This method can lead to significant cost savings while still maintaining high accuracy and efficiency in multilingual support.

4. Inbound and outbound calls with AI voice bots

Richmond and Wandsworth Councils in the UK have teamed up with Tovie AI to pilot an AI-powered voice assistant, demonstrating a practical application of this technology in public services. This AI voice assistant handles outbound calls to update residents on waiting list statuses and gather current personal information. It also provides support to users of council-issued devices, including vulnerable individuals, and channels their feedback back to the council.

By using advanced speech recognition and natural language processing (NLP), the AI ensures clear, conversational interactions that align with residents' communication preferences. This AI use case not only improves service quality but also reduces the workload on support staff by efficiently managing routine inquiries.

Pro tip

Tovie Data Agent offers a game-changing solution for HR professionals, recruiters, and onboarding specialists. This powerful AI-driven search tool allows you to instantly access data across various formats and sources within your agency.

Imagine having the ability to quickly find relevant information for candidate evaluations, policy inquiries, or training materials – all at your fingertips. With Tovie Data Agent, you can streamline your HR processes, saving valuable time and resources. Plus, its machine-learning capabilities allow you to answer complex questions in real time, making it an invaluable asset for building skills and organising internal training programs.

5. HR, recruitment, and onboarding

Generative AI speeds up tasks such as sorting resumes, scheduling interviews, and evaluating candidates, making talent acquisition more efficient. Additionally, AI handles HR queries around the clock, providing quick and accurate responses to questions about policies and benefits, which enhances the employee experience.

Large language models (LLMs) are also effective training tools for onboarding. They offer instant access to company information and answer frequently asked questions, helping new hires get up to speed faster and more smoothly.

6. Enhancing emergency communication

AI can be used to manage emergencies, such as severe weather or public health crises. Voice AI assistants, one of the many AI use cases in healthcare, can handle numerous calls simultaneously, reducing wait times and frustration. They also make outbound calls to update citizens promptly.

Online AI assistants provide accurate, real-time information about disaster relief, emergency services, and safety measures. They ensure that the community has reliable information during critical situations.

7. Streamlining documentation and data analysis with AI

Large language models can make public sector workflows more efficient by automating the extraction of key information from documents. This reduces the need for manual tasks, such as reviewing applications, and speeds up service delivery.

Generative AI helps public sector organizations understand complex data and make informed decisions. It improves trend spotting, forecasting, and strategy development for addressing social issues.

For IT staff, LLMs simplify finding crucial details in lengthy technical manuals, boosting their productivity and problem-solving abilities. Additionally, exploring AI use cases in IT operations reveals even more ways these models can support and streamline daily tasks.

This technology aids in better policy-making and more efficient resource use by offering valuable insights. Looking into different AI automation uses can further enhance these benefits.

Pro tip

When implementing AI for documentation and data analysis in public services, consider integrating advanced search capabilities. A robust search-driven platform can significantly enhance both data analysis and security efforts. With the right technology stack, you can seamlessly extend your data search and observability tools into powerful security solutions.

Such an integrated approach allows security personnel to quickly search, visualise, and analyse vast amounts of enterprise data across various sources – from cloud and user data to endpoint and network information. This comprehensive view, coupled with machine learning assistance, enables rapid threat hunting and investigation across years of historical data.

8. Automating content creation

Generative AI can enhance public sector communications by automating content creation. Key AI use cases for marketing include drafting press releases and social media updates. This ensures consistency and relevance in messaging, allowing public sector teams to focus on more strategic and impactful tasks.

Key steps to adopt AI securely

One of the primary concerns when utilising generative AI in business is the security and privacy of sensitive information, especially in industries with strict regulatory requirements. Companies may face legal and financial risks, data misuse, lack of data consistency, and regulatory non-compliance.

1. Data security and privacy

Deploying GenAI on-premises guarantees proper safeguarding of sensitive data and maintains control over the database’s access levels. By deploying AI models on-premises in your private cloud, you can leverage their powerful capabilities while maintaining complete control over how your data is handled, stored, and managed.

2. Tackling hallucinations

AI answers are only as good as the data they are exposed to. Hallucinations in AI models occur when input data is poorly processed. If documents are chunked or pre-processed inadequately, or if the context is fragmented across different chunks, the AI model can become confused and produce incorrect answers.

To prevent this, documents must be pre-processed correctly to ensure all necessary context is included. While it would be ideal to simply upload PDFs or CSVs, additional pre-processing is often required, especially for tabular or graph-based data. This may involve semi-manual or manual processing to achieve better results.

Tovie AI offers services to assist clients with data pre-processing, enhancing the accuracy of AI-generated answers. Contact our team to learn more.

How to define your AI use case?

Generative AI consulting with Tovie

Harness the power of generative AI to outperform competitors and fast-track innovation. Our experts will collaborate with you to map the best AI use cases for your company and determine where the disruptive technology can bring the most value.

Reports&Research

AI is growing fast, and it can be tricky to know how to use it safely at work. Our free whitepaper, "How to Use Generative AI for Your Data," provides practical tips and creative ideas for getting started.

Get your copy

Learn how to start using Generative AI in your organisation

Please fill in the form to get your free copy

Name

Company

E-mail

Thanks!

Download PDF

Get a demo

Please tell us about yourself and we’ll get back as soon as we can.

Name

Business email

Please enter a valid work email address!

Company name

Work phone

Message

Contact Us

Please, fill in the form and we will contact you shortly.

Name

Business email

Please enter a valid work email address!

Company name

Message

Thank you for reaching out!

We appreciate you contacting Tovie AI and will get back to you as soon as we can.

Obrigado por estender a mão!

Agradecemos o seu contato e entraremos em contato o mais rápido possível.

Thank you for reaching out!

We appreciate you contacting Tovie AI and will get back to you as soon as we can.