3 in 4 US states plan to implement chatbots
Nearly three in four US state governments are deploying or considering adopting chatbots to assist with answering questions from residents, according to the US National Association of State CIOs (NASCIO).
A survey by the Association found that 25% of state CIOs report having already deployed robotic process operation (RPA) or machine learning technology including chatbots, or being in the process of doing so.
A further 22% have a deployment planned in the next 2–3 years, while 22% are considering adopting the technologies.
Adoption of the technologies has only increased as a result of the COVID-19 pandemic hitting the nation, with state governments using AI to help manage the surge in required intersections with residents of the state.
Departments are using the technology to process unemployment insurance claims, help answer questions about the COVID-19 crisis and deliver essential information about state efforts to cope with the pandemic.
But all states responding to NASCIO’s survey said they believe that use of chatbots on state government websites will continue long after the pandemic.
According to the agency, state chatbots have responded to millions of citizen questions to date and are continuing to evolve with this increased usage.
Respondents with experience with chatbots recommended that government entities looking to build or implement a chatbot first develop a focused strategy around what users are looking for and what the chatbot can deliver in terms of content or functionality.
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