How AI Is Used in the Public Sector

Réka Sarudi October 24, 2023

Adapting the Superstar of the Tech World in Government Services


Who do you think is more popular—Taylor Swift or Artificial Intelligence (AI)?

To get closer to the right answer, I took a quick Google search analysis on the second week of October 2023, and I found that global users searched over 240% more on the term “AI” than on Taylor Swift. But let’s be fair, in the United States, home of the Grammy Award-winning celebrity, the competition was much fiercer: American users initiated almost the same volume of searches on “AI” as on Taylor Swift, yet AI still managed to beat the popstar.

So, saying that AI is the superstar of the tech world is not an understatement. But, is it “gonna be forever, or it’s gonna go down in flames?” And more importantly: how can AI be used by public sector organizations to serve their communities better? In our recent webinar we asked three experts in the field to share their opinion on the topic.

Micah Gaudet, a Deputy City Manager in the Phoenix Metro Area and creator of the first masterclass on generative AI specifically designed for local government, has pointed out that “ChatGPT and AI are more common and it’s not necessarily a theory, but it’s now here.”

Scott Montgomery, Verint’s VP of Public Sector and SLED Solutions, has also added that common public sector challenges such as budget constraints, heightened citizen expectations and growing volumes—even outside the normal 9 to 5 operating hours—cannot be solved by simply “throwing more resources at the problem.” Instead, agencies should explore how automation and AI can help them address these recurring issues.

David Moody, VP of Verint Citizen Engagement, then shared some practical ways of applying AI for citizen engagement. He highlighted that some government websites have already started using bots. However, these bots are often not well trained, have limited capabilities and are far from perfect. In his view, organizations are playing with the technology, but the real breakthrough is yet to come.

Micah added that bots are great examples of AI for the public good as they can augment the human workforce and become digital co-workers. Besides bots, other types of AI and generative AI tools can be used to develop job descriptions, review business cases, do forecasting and assist budgeting. “When it comes to AI (…), the only limit is how creative you are,” he said.

Watch the full webinar to hear more about:

  • Real-life examples and business cases of successful AI implementation for elevating the citizen experience, boosting efficiency, and recruiting and retaining talent.
  • The experts’ view on the concerns around AI.
  • Factors to take into account when implementing an AI tool.

Watch now

You can also talk to us in person!
Join our Public Sector Summit on November 2, 2023, at Westin Washington Dulles Hotel, Virginia.

Learn more.