Public trust is a key factor in how effectively government agencies can serve the population. Communication and engagement are key pillars of trust building. Now, with the help of generative AI tools, federal agencies can improve the citizen experience by providing 24/7 access to resources across multiple languages.
According to Raj Rana, Google Public Sector Specialist and Customer Engineering Lead, this is a great value-add in integrating generative AI into government missions. The ability to provide a conversational approach to search and virtual agents, whether in English or other languages, greatly improves the overall government experience that exists today.
“Combining generative AI with other technologies is where you really get the most benefit,” Lana said in a recent interview produced by Scoop News Group for FedScoop and underwritten by Google for governments. Ta.
He provided a video demonstration of how generative AI models work with virtual agents to help voters ask the IRS questions about their tax returns. If a participant fails to answer a question, the virtual agent connects to a human agent to continue the conversation.
In a demonstration, Lana showed how Spanish-speaking voters can interact with both virtual and human agents. Generative AI tools facilitate direct translation in each instance.
“If you think about it from the perspective of the people, [this allows the government] It’s about providing a holistic experience,” he added.
Rana explained that there are many areas where government agencies can deploy generative AI. The ideal situation would be to use public data and remove the additional challenges of validating and classifying that data.
Additionally, Rana said: “Make sure you get buy-in from subject matter expertise, which can be extremely valuable as an assistant to an existing government employee. [For example], how can we do it more effectively? How can technology work for them?”
“And the last thing is to make sure there is coordination between all the different groups. Get the legal people involved and the procurement people and make sure they understand what this is and what this means. so that they are aware of it and don't have any problems deploying it.”
Rana said it's important for government leaders interested in generative AI to start with education and learn what generative AI can and cannot be used for.
“Even for people who are very used to traditional predictive AI, this is a different model,” Rana said, noting that he has heard several conversations about the challenges of balancing policy with the potential of generative AI. Ta.
He uses sandbox environments such as Google's Discovery Zone, a solution for public sector customers, to give organizational leaders and “dreamers” concrete tools to enable important policy and governance conversations. We recommended validating and testing functionality while maintaining boundaries. important.
Watch the full discussion with Rana to learn more about how to integrate generative AI into your institution's mission. Hear more stories from government leaders about accelerating missions with AI and security.
This interview was produced by Scoop News Group for FedScoop and underwritten by Google for the agency.
