Frequently Automated Questions: Is Artificial Intelligence the Future of FAQ?

In the near future, artificially intelligent chatbots may digitally engage citizens on behalf of the federal government. Drawing on alternative rock band REM’s album “Automatic for the People,” Justin Herman, digital communities and open government lead at the General Services Administration, recently explained an early business case for AI in customer service. No, these AI-laced chatbots won’t destroy you at chess or own you at “Jeopardy!” Rather, fine-tuned through machine learning, chatbots could automate some aspects of customer service. The chatbots could respond in real time to millions of questions and comments citizens make through a growing number of third-party platforms and provide federal agencies more accurate data about what services and information people actually want. (ICF has a great visualization illustrating the extent to which federal agencies use verified…


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