Governments are increasingly turning to AI chatbots to streamline communication with the public, according to research by Mila Gascó-Hernández, an associate professor at the University at Albany and research director at the Center for Technology in Government. In a recent discussion, she noted that these tools reduce the time human workers spend interacting with citizens, enabling faster and more accurate responses.
However, the rise of AI in public services also raises concerns about workforce displacement, transparency, accountability, and the influence of technology vendors on public values. Dr. Gascó-Hernández pointed to successful emergency applications, such as in California, but cautioned that not all governments have the capacity to deploy these tools effectively.
She emphasized the critical role of public libraries in strengthening AI literacy. Libraries can help communities understand and co-create AI initiatives by raising awareness, building practical skills, and promoting civic engagement, thereby addressing risks like bias and discrimination.