Why the government is turning to AI for information equality and trust

It's no secret that the government has a bit of a trust problem. In the US, public trust in officials peaked in the early 1960s, when 77% of Americans said they trusted the government to do what's right nearly always or most of the time. 

Today, that figure has plummeted to just 22%. 

History tells us that public trust is hard-won and easily lost. But can it be recaptured? 

Research shows that the government can rebuild trust by being more transparent. In one study, perceptions of a government's transparency jumped 10% when information was better disclosed. 

But how can the government at all levels including local, state, and federal get information out into the world quickly, consistently, and accurately? Well, AI will play a key role – it already is among some local and state governments. Let me explain.

Trust in AI

Okay, I know what you're thinking. The public probably trusts AI as much as you’d trust a kid in a candy store. A recent KPMG survey found that 61% of people are wary of placing their faith in AI systems.  

A large part of that mistrust comes from the already saturated use of AI technologies like deepfakes to cause harm and mistrust. Our CTO, Tyler, recently covered this on FOX and NBC – about how photorealistic AI-generated imagery and videos are sewing confusion around election time.

But deepfakes aren’t the only AI technology. And there’s a turning tide among some people that AI can help, not exclusively hinder.

KPMG also found that half of people don't feel like they understand AI very well, but those who are familiar with AI trust it much more than their peers. With the resounding popularity of platforms such as ChatGPT, people are clearly feeling more comfortable with conversational AI being a part of their everyday lives. It's less scary, more ordinary. 

So, in what ways can AI and digital humans help the government be more transparent? Open government initiatives are a good place to start. 

Transparency equals trust

Open government is the idea that public-facing institutions work better for the people they serve when they are accountable and transparent. In practice, this means giving residents free and easy access to information and data relating to government proceedings and services. 

California State University researchers found that open government initiatives are an effective way of producing policies that improve trust in government. Sadly, the public perception of transparency and trust seems to be a sticking point.

Only 19% of Americans can think of an example where their local government did a good job of providing information to the public. On the other hand, 19% could remember an occasion when a local government failed to deliver information properly. 

All in all, less than a third of people can remember an example – good or bad – of the government giving them the information they require. (And the stats are even less favorable at the federal level).

Here's where AI can step in. Digital humans, for example, live on a government website or app and plug directly into municipal services and data, enabling them to act as key points of contact between the government and the public.

Organizations like The City of Amarillo are doing this right now with its digital human, Emma.

Let's say you have a question about how to pay your water bill. A digital human like Emma not only provides guidance through the website, but does so through natural, engaging conversation, displaying warmth and empathy. She can answer any questions people have about paying their water bill, much like a real government rep does. Emma even helps you navigate the website, guiding you to available payment solutions and talking you through the process.

In other words, digital humans can take a potentially frustrating experience and make it simple – and memorable for all the right reasons. They give answers. And as a result, they strengthen trust in the government and its services.

Most importantly, they leave no one behind.

Accessible information for everyone

Transparency is one thing, but making information available isn't the same as making it accessible. 

In the US, around 22% of people aged five and over speak a language other than English at home, according to the US Census. That's nearly 68 million people who are potentially at a disadvantage if their government can't provide them with information in a format they understand, particularly if that information is already technical or complex. 

Hiring translators is one option, but it's expensive and you can't always guarantee qualified people will be available when you need them. Fortunately, AI can help here too. In fact, the government at the local level in some areas is already using digital humans to communicate with residents in around 100 languages, plus many more dialects, to ensure people have the information they need in a language they best understand.

This level of information equality not only helps the public interact with municipal services with more confidence, but also fosters greater trust in local and state governments overall. 

Again, look at Amarillo, Texas, where Emma is putting this into practice.

The City is extremely diverse, with nearly a quarter of the population speaking a language other than English at home. Overcoming this language barrier is difficult, but Emma was designed to do exactly that. She speaks roughly 100 languages, which means residents can ask questions and seek support on numerous local government topics and services in a way that feels most familiar to them.

What's more, Emma has been designed to represent the local communities she interacts with, so she has a backstory and identity that people can feel connected to. Residents therefore feel comfortable asking for assistance, which is often crucial for ensuring non-native citizens have access to the services they need – yet often miss out on. 

Rich Gagnon, Assistant City Manager and Chief Information Officer for the City of Amarillo, sums it up best: 

"Our goal is to build a connected and engaged community that can foster a more prosperous future for the citizens of Amarillo."

Emma is helping the city work towards that future. She's improving accessibility for non-English speaking residents by reducing the barriers to public information and services. All the while, she’s boosting community engagement and trust in local government.

That’s not to say that digital humans like Emma will solve the issue of low trust in government on their own. But they do help in an impactful way that’s felt by residents.

If you’d like to discuss how digital humans can help local or state government, I’d love to have a conversation.

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