Data Science Central
Data Science Central
Generative AI (GenAI) Chatbots like Microsoft Copilot (formerly Bing AI), Google’s Gemini (formerly Google Bard), and OpenAI ChatGPT (still OpenAI ChatGPT) are driving extraordinary productivity improvements by assisting knowledge workers in providing highly relevant information, answering questions, and engaging in wide-ranging exploratory conversations.
However, the Wall Street Journey Article “Microsoft’s most ambitious AI upgrade could be too costly for many users” raises some issues concerning the decline in user adoption and enthusiasm for Generative AI products. The promised productivity improvements from using GenAI tools may not be sufficient.
As I discussed in my blog “GenAI: Beware the Productivity Trap; It’s About Economics,” the productivity trap occurs when organizations focus on doing more in less time and with less effort, based on the assumption that productivity is the ultimate goal of an organization. However, this flawed assumption can be dangerous, leading to poor outcomes for the organization and its customers, stakeholders, and constituents. Why?
It’s hard to differentiate your company and products based on productivity gains.
However, there is a bigger GenAI play beyond just productivity improvements. That play leverages GenAI as the user interface (UI) to domain-specific use cases that deliver quantifiable operational benefits and customer satisfaction. Let’s explore this further.
Faster does not always mean better. Better means delivering more accurate, more reliable, more responsible, more relevant, and less risky outcomes.
Imagine a scenario in which a local municipality deploys a GenAI Chatbot to enhance the efficiency and precision of its services to its residents. The services a municipality offers are extensive, encompassing everything from official office hours and detailed procedures for obtaining tax or licensing documents to public transportation schedules and various city-managed services.
Traditional interactions with the municipality’s service desks can be frustrating and inefficient, characterized by complicated automated response systems and prolonged wait times, with the hope of eventually connecting with a knowledgeable call center representative who possesses a comprehensive understanding of all aspects of municipal operations, a requirement that is both unrealistic and overwhelming.
With a GenAI Chatbot, the municipality could significantly streamline this process, offering immediate, accurate responses to citizen inquiries, thereby improving overall service delivery and constituent satisfaction. But wait, there is even more to this happy ending.
When municipalities deploy a GenAI Chatbot, the ensuing citizen and constituent Chatbot conversations provide a treasure trove of insights about citizens’ and constituents’ interests, frustrations, and suggestions. These insights can enhance the municipality’s understanding of its operations and citizen needs. For example:
Figure 1: GenAI Chatbot Generated Citizen Insights
The GenAI Chatbot can be a vehicle for tapping into the wealth of community insights by empowering citizens to become more proactively involved in the growth and development of their communities. But wait, there is even more!
A GenAI chatbot, leveraging the treasure trove of citizen and community insights, can significantly impact where and how the municipality uses AI to enhance its support and enablement of its citizens and constituents, including:
In each area, the key is collecting data and applying AI tools to identify and predict patterns and trends that drive more informed decision-making that enhances the quality of life for their citizens and constituents (Figure 2).
Figure 2: Municipality GenAI Chatbot: User Interface to AI Use Cases
Several additional industries can benefit from a GenAI chatbot that acts as the user interface to a wide range of industry-relevant use cases, including:
Don’t become complacent by the GenAI productivity promises because faster doesn’t always mean better, more accurate, or less risky when reengineering or transforming operational processes and business models.
The insights derived from GenAI Chatbot conversations extend far beyond mere productivity improvements. They provide a comprehensive view of the community’s needs, expectations, and aspirations, enabling municipalities to leverage AI to tailor their services and foster a more engaged, satisfied, and cohesive community.
Even more important is that the GenAI Chatbot, as part of a more extensive data and analytics strategy, empowers your citizens and constituents to have a voice in the management and growth of their community.
Related Content
© 2024 TechTarget, Inc.
We are in the process of writing and adding new material (compact eBooks) exclusively available to our members, and written in simple English, by world leading experts in AI, data science, and machine learning.
Learn More
Welcome to the newly launched Education Spotlight page! View Listings