Indiana launches AI-powered chatbot with cautious approach: The state of Indiana has introduced a generative AI chatbot on its IN.gov website, offering a powerful tool for public information access while emphasizing transparency and potential limitations.
Deployment and user experience: The chatbot, currently in its third beta version, is accessible through a link under the main search bar on IN.gov, requiring users to agree to a comprehensive disclaimer before use.
- Users must acknowledge that the tool is in beta, may contain errors, and that information should be verified through professional sources.
- The disclaimer also states that users are solely responsible for their use of the information, and the state is not liable for any damages arising from the tool’s use.
- Since its quiet launch in June, the chatbot has had 5,295 interactions, with an average of eight questions per user and an 83 percent positive feedback rate.
Development and collaboration: The Indiana Office of Technology (IOT) partnered with Tyler Technologies to create this advanced chatbot, moving beyond the previous Q&A format.
- The project began with an RFP awarded in December 2023, followed by internal testing in May and public launch in June.
- The chatbot is trained on public-facing content from various state agencies, aiming to provide a unified source of information about state services.
- This approach aligns with the state’s goal of presenting itself as a single entity rather than separate departments.
Emphasis on transparency and testing: Indiana has taken a cautious approach to avoid potential pitfalls experienced by other public agencies’ chatbots.
- The IOT proactively sought testers to expose flaws and weaknesses in the chatbot before its public release.
- A feedback button with a survey is included, allowing users to provide detailed information about their experience and suggestions for improvement.
- The development team challenged subject matter experts from various agencies to ask difficult questions, helping to identify inconsistencies and areas for improvement.
Content management and agency responsibility: The chatbot’s scope is limited to information available through the state’s content management system.
- Agencies are responsible for ensuring their content is up-to-date and accurate, as the chatbot may expose information more prominently than traditional search methods.
- The chatbot provides sources for each answer, allowing users to verify the origin of the information.
User insights and future development: The beta phase has provided valuable insights into public interests and needs.
- Surprising trends have emerged, such as a high number of inquiries about starting food trucks and quitting jobs.
- These insights help the IOT understand which agencies and topics require the most attention for accuracy and updates.
Ongoing considerations: The development team is still deliberating on several aspects of the chatbot’s future.
- There is no set timeframe for moving the chatbot to a more prominent position on the website.
- The team has not yet decided whether to give the chatbot a name or avatar, considering the potential implications of humanizing the technology.
Broader implications: Indiana’s cautious approach to implementing AI in public services highlights the balance between innovation and responsible deployment.
- By emphasizing transparency, actively seeking feedback, and limiting the chatbot’s scope, Indiana sets an example for other states considering similar technologies.
- This implementation also raises questions about the evolving role of AI in government services and the importance of maintaining human oversight and responsibility in public information dissemination.
Meet Indiana’s New GenAI Chatbot: A Cautious Introduction
