Governments around the world are exploring the use of artificial intelligence (AI) to provide reliable advice to citizens. The emergence of generative AI has sparked a new vision of efficient public service, where human-like advisors can work around the clock to answer questions on government services.
However, the use of AI chatbots, such as ChatGPT, has raised concerns about accuracy and reliability. In the UK, the Government Digital Service (GDS) tested a ChatGPT-based chatbot called GOV.UK Chat, which showed promising results but also generated incorrect information in some cases.
Portugal has also joined the AI chatbot trend, developing a chatbot called the Justice Practical Guide to provide information on basic legal matters. While the chatbot has been successful in answering simple questions, it still lacks trustworthiness for more complex inquiries.
Experts like Colin van Noordt and Sven Nyholm caution against relying too heavily on AI chatbots to replace human civil servants. They emphasize the importance of accountability and reliability in public administration, which AI chatbots may not be able to provide.
Estonia, known for its advanced digital services, is taking a different approach to AI chatbots by using Natural Language Processing (NLP) technology. While NLP-based chatbots may have limited conversational abilities compared to LLM-based chatbots like ChatGPT, they are less likely to provide incorrect or misleading information.
As governments continue to explore the use of AI chatbots in public services, the balance between efficiency and accuracy remains a key consideration. Experts urge caution and emphasize the importance of maintaining human oversight and accountability in the use of AI technology.
