For public servants, empathy and AI go hand in hand: How government workers can benefit from AI to help them make better decisions

• By: Michael R. Smith, Chief Information & Security Officer (CIO & CISO)

This year, the Biden-Harris administration announced an action plan to strengthen the knowledge and security measures around artificial intelligence (AI). Following an Executive Order from President Biden to protect Americans from the potential risks of AI systems while catalyzing innovation in AI and beyond, the government has taken measurable steps to build resources, convene experts, and hire more talent in the field of AI technology.

According to a report from the White House’s interagency AI and Tech Talent Task Force, government agencies are expected to bring on at least 500 AI hires between now and the end of 2025. 

With a surge in AI experts joining the federal workforce over the next several years and a governmentwide investment in understanding and growing the use of this technology, we expect that AI will be a boon to federal employees for the efficiencies and benefits the technology can bring. 

Streamlining government systems to work even better and opening pathways will let agencies do what they do best: provide essential services to American citizens. 

Busting burnout with AI efficiencies

A recent Gallup study of more than 5,400 survey respondents found that one in four federal employees (26%) say they “very often” or “always” feel burned out at work.

The same study recommends that feeling engaged at work and having a manageable workload are intervention steps to combat burnout. Managers at federal agencies bear the responsibility of taking these steps – and public sector growth in AI capabilities holds a lot of promise as a tool to help. 

By automating repetitive tasks, AI can free up time for government workers to focus on tasks that require human judgment and empathy. This shift allows workers to spend more time engaging with citizens, understanding their needs, and providing support, rather than being bogged down by paperwork.

Thus, the implementation of AI-driven solutions can not only improve decision-making but also supplement human workers, reducing burnout.

Decisioning with empathy and speed

Public servants are often on the front lines of big, nationwide challenges – natural disasters, economic changes, health crises, climate change, and so on. Their jobs require the skill to respond quickly to the urgent needs of the public paired with the ability to respond and care with empathy.

But workers’ capacity to be empathetic can be hampered when they’re overwhelmed, burnt out, and tired – a side effect of being a front-line responder.

With the capabilities of modern AI engines, AI-powered tools and services can offer government workers new data-driven insights they didn’t have before, and fast. This helps workers make more informed decisions at a quicker pace, aiding workers’ time to response and opening capacity to connect with the people for whom they’re caring. 

AI can also benefit workers behind-the-scenes by enhancing training techniques. AI-driven simulations and virtual reality experiences can be used to train government workers in empathy by exposing them to various scenarios where understanding and responding to emotional cues are critical. 

These tools can help workers develop the emotional intelligence needed to handle sensitive situations with care and understanding, enhancing their ability to serve the public effectively.

The next generation of personalized citizen interaction

Technology has long been a tool for government workers to facilitate how they share vital information and interact with the public. New technologies, including AI, are the next step to how government workers can communicate faster and meet their constituents where they are.

As an example, take the role of chatbots in customer service – or for government workers, citizen service – on a large, public-facing scale such as the COVID-19 pandemic. According to a 2020 tally from a report issued by the National Association of State Chief Information Officers, nearly 75% of states deployed chatbots to assist government employees with providing services related to the pandemic. 

Since then, the global health crisis pushed boundaries at the intersection of technology and public service, and so today, digital tools have become even more nuanced and precise with the integration of AI models. Organizations in the public and private sector are testing and implementing AI tools that can analyze the tone and sentiment of input communications and personalize the chat experience for the humans on the other side.

For government agencies, this means not just efficiencies from digital assistants handling the most repetitive, commonly encountered questions and problems. By analyzing vast amounts of data to understand individual circumstances better, AI-driven tools can help agency workers identify the specific needs of their constituents and tailor responses that acknowledge personal situations, making interactions feel more human and less bureaucratic. 

Technology with caring fuels the most powerful solutions

The stakes will certainly be high for government agencies, compared to their private sector counterparts, in ensuring that advanced technology is being used responsibly. That’s why the government has taken clear steps to expand its workforce and better understand how AI can be used to help the public and keep them safe.

As this work continues, public servants must remember that while technology is an enabler, a caring approach is necessary to best serve our citizens. Technology is just one tool in the larger toolbox government workers use to support the public, engage constituents, and provide solutions with empathy. 

Learn more about how Sedgwick’s tech-enabled government solutions at: https://www.sedgwickgovernment.com/solutions/