The use of AI in government services is seen as an opportunity to streamline operations, improve service quality, and optimize resources
The UK government is embracing artificial intelligence (AI) as a way to enhance public services, with the goal of improving efficiency and reducing long waiting times. Peter Kyle, the UK’s Secretary for Innovation and Technology, recently discussed how AI could significantly cut down phone centre waiting times, potentially halving the duration of calls for services like Citizens Advice, HMRC, and the DVLA.
Speaking to Sky News, Kyle expressed his determination to drive AI technology across the government to improve the delivery of public services. “I am determined to drive this technology through the government,” he said.
Many Britons have voiced frustration over the long wait times when trying to access essential services. However, a new AI-powered assistant, known as Caddy, could revolutionize this experience, saving taxpayer money and enhancing customer satisfaction. Kyle explained that callers might not even realize when AI is being used to support the person assisting them, but the technology would allow for quicker responses and better overall service.
“People won’t know when they’re calling that the person who is answering the call and assisting them is using the power of AI to get the right information to them much, much quicker,” Kyle explained. “That means it’s a better experience. They get the information quicker, and they can start to tackle the issues they’re calling about much more rapidly than before.”
Moreover, the integration of AI could benefit volunteers and service providers. For example, volunteers at Citizens Advice could assist more individuals, enabling them to support a larger number of people and help address more issues.
Kyle believes AI could have a particularly significant impact on HMRC, which handles around 100,000 conversations daily. He noted, “Imagine if we, on that scale, could halve the amount of time that people need to spend having that conversation. They have more time to do the things that they need to be doing, or actioning the things they are calling the help centre for in the first place.”
The use of AI in government services is seen as an opportunity to streamline operations, improve service quality, and optimize resources. The technology could lead to better outcomes for both service users and staff, creating a more efficient and effective public service system. Kyle’s vision for AI integration is poised to improve the public’s experience, increase access to services, and ultimately enhance the efficiency of government operations.
