State & Local Government Policy, Business and Technology

Five Ways Chatbots Could Transform Government Services

Data-Smart City Solutions: Talking computers no longer merely belong to a dystopian future, but rather are already transforming our daily lives—and now the practices of government. Governments have begun adopting chatbots—computer programs that can hold conversations via audio or text—to improve and speed up service for residents.

In many cases, interaction with chatbots can replace traditional resident-city interactions that may be time consuming and tedious, like a trip to the department of motor vehicles (DMV). For one, chatbots can answer nearly any simple resident question with complete accuracy, pulling instantaneously from a database of knowledge. Moreover, chatbots can relay this information quickly, without the need for residents to wait in a long line or stay on hold. And, using chatbots where feasible also frees city employees up to contend with more complex problems.

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