Conversations that Matter: ChatGPT

Dubbed the “tipping point” of artificial intelligence, ChatGPT is all the hype. With questions on the potential risks to the adoption of ChatGPT in government, competing improved platforms, new innovations and technologies on the horizon, the benefits of leveraging this technology against potential threats, must be considered - and the risks mitigated.

Faster, more effective, more efficient government services????????

Over the past couple of years, different governments have experimented with Chatbots (or conversational agents) as a tool for the efficient and effective delivery of government services. Moving forward, ChatGPT shows strong potential in automating the processing of government bureaucracy and paperwork. Big data can be quickly processed to enable faster and more impactful policy analysis and decision making. On the flip side, it can also be used to share and collect citizen views and feedback on services, proving a useful vehicle for citizen engagement.?

ChatGPT use cases in government

Chatbots have already proven to be a useful and effective means of communicating and sharing information – responding to citizen queries and questions 24/7, as demonstrated by Singapore’s “Ask Jamie” feature on their website, which uses natural language to respond to queries ranging from passport applications to employment regulations. Similarly, the United States General Services Administration uses a chatbot called “DotGov” that uses a combination of natural language and artificial intelligence to clarify and respond to queries about government services. In the Middle East, according to the UAE Roads & Transport Authority, within the span of 2 years, the Chatbot “Mahboub” had contributed to a 40% reduction in the Authority’s live chat call center, offering 285 services in both Arabic and English.?

?Pitfalls to ChatGPT in government?

One of the biggest potential dangers to the adoption of ChatGPT in government is inherent to the use of any technology: bias. The dependence of ChatGPT on algorithms runs the risk of placing different groups at disadvantage, and potentially supporting unfair/ confused decision making. The lack of transparency or clarity as to what algorithms are used and how, increases the risks of misuse – whether deliberate or accidental - a fact that raises skepticism and concern. Finally, and most importantly, the adoption of ChatGPT in government reopens the question of data security and cyber-safety. Despite the above, there is no doubt that ChatGPT in government is here to stay. As with any cyber-initiatives, governments must develop appropriate regulatory and enforcement frameworks and protocols that safeguard the objectivity and integrity of the systems… using creativity and innovation to stay one step ahead of the potential perils of this growing technology.

*Segments of this blog were supported by ChatGPT generated content!