Indiana Launches AI Chatbot to Enhance Public Information Access

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.