Local Government Chatbot
PublicPublic Services
Workflow Diagram
Task
A user queries a chatbot and asks questions about information on a website.
Intent
The AI system provides efficient 24/7 answers and reduces administrative burden from simple non-personal questions.
AI Workflow
Input
A user (instructed not to provide PII) submits a query.
Process
The AI system decides if the topic is sensitive. If sensitive it outputs a pre-defined response; if not it generates a response from the website content knowledge base.
Output
The user can continue asking questions end the conversation or be directed to a human agent.
Human Oversight Level
Human-Led with AI-Assistance
Institutional Oversight Examples
- •Internal digital board (organization policy)
- •Data privacy (organization policy)
- •Data protection (regulation)
- •Accessibility requirements (regulation)
Risk
Despite warnings users might submit personally identifying information (PII); incorrect or misinterpreted responses could misinform users.