The pressure on government agencies to deliver modern, efficient services is at an all-time high. According to the 2024 State CIO Survey, artificial intelligence (AI) ranks as the third-highest priority for state CIOs, with 60% of agencies already exploring its potential. Despite this growing interest, many organizations remain stuck at the starting line, uncertain about how to embark on their AI journey.

Several significant barriers stand in the way. Agencies face concerns around data security, integration with legacy systems, and staff training requirements. Some are also hesitant to take the plunge due to high-profile setbacks in ambitious AI projects. With limited budgets and resources, the stakes for getting it right the first time are higher than ever.

The good news? Chatbots offer a practical and low-risk entry point into AI adoption. These systems provide immediate benefits by improving service delivery and building foundational AI capabilities within agencies.

This guide is divided into two parts. In Part I, we explore six specific ways chatbots can help agencies elevate the customer experience. In Part II, we outline the infrastructure and best practices needed to implement chatbot technology successfully.

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