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.
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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.