As soon as public sector implements GenAI, someone will do their best to break it... or even flirt with it
Chatbots are commonplace nowadays, to the point where sport can be had in persuading the poor things to spout nonsense that their operators would prefer they didn't.The reasons behind governments' reluctance to move AI from the back office to the front are varied. Dean Lacheca, VP analyst at Gartner, said:"A lack of empathy in service delivery and a failure to meet community expectations will undermine public acceptance of GenAI's use in citizen-facing services.
Lacheca said governments have benefited from using more mature technology for years,"risk and uncertainty are slowing GenAI's adoption at scale, especially the lack of traditional controls to mitigate drift and hallucinations."This means that it's easier to focus on internal processes rather than risk a chatbot talking trash as a citizen-facing service. According to Gartner, human-centered design is essential.
The survey reports that almost 20 percent of Americans have flirted with a chatbot, although nearly half of those insisted they were only poking the service to see what it would come out with.
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Governments not keen on pushing citizen-facing AI services, for obvious reasonsAs soon as public sector implements GenAI, someone will do their best to break it... or even flirt with it
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