The market for artificial intelligence in citizen services is expected to reach a worth of US$ 558.0 billion by 2034, having crossed US$ 13.9 billion in 2024. From 2024 to2034, the citizen service AI market is expected to grow at a CAGR of 44.7%.
AI presents a unique possibility for proactive crisis management in the field of public safety. Predictive analytics and real-time data analysis help businesses and governments anticipate problems and respond quickly. This strategic use of AI reduces the impact on people and enhances public trust and reputation management by exhibiting organisational preparedness and resilience.
The strategic emphasis on automating routine and repetitive jobs within the citizen service AI demonstrates a conscious effort to optimise resource efficiency and operational effectiveness. AI is used by government organisations to process forms and verify documents, which speeds up service delivery and enhances workflows. As a result, the procedure is streamlined and human error is decreased. As a result, agencies save money and are portrayed as adaptable, tech-savvy businesses that can increase productivity through automation.
The automation of routine tasks is essential to achieving the ultimate goal of building a responsive and agile government apparatus that can successfully answer demands from the public in a world growing more digitally connected.
The market for artificial intelligence (AI) citizen services has intentionally shifted towards more accessible and natural interactions with the introduction of natural language processing (NLP) technologies and voice-based interfaces.
Government organisations are utilising AI-driven voice interfaces, which enable users to engage with services using natural language, to enhance the usability and accessibility of digital platforms. By applying natural language processing (NLP) to bridge the gap between citizen expectations and technological interfaces, these organisations want to become recognised as pioneers in user-centric innovation. This pattern aligns with broader efforts to make public services more inclusive and accommodating of a variety of user preferences, hence democratising access to them.
Google and Google.org announced on September 11, 2023, the launch of the Digital Futures Project, an endeavour to investigate ethical AI technologies. Sources claim that the Mountain View Corporation donated over US$ 20 million to think tanks and esteemed academic institutions. The new project’s declared objective is to encourage discussion and investigation into artificial intelligence technologies.
Anindita Mitra, the CEO of Chandigarh Smart City (CSCL), India, launched an interactive chat-based interface in November 2023 that integrated all major citizen services provided by the Chandigarh government, the UT administration, and the municipal corporation (MC) into a single, seamless platform. CSCL launched BIRBAL, a state-of-the-art artificial intelligence chatbot, to provide efficient and user-friendly citizen services.
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