ИИ-ассистенты в процессах оказания государственных услуг

Abstract

The article examines the value and primary uses of chatbots and AI assistants in the public sector in the context of Russia’s digital transformation. The primary emphasis is on the benefits and risks of deploying AI assistants in the public sector. The author provides examples of their successful application in the Russian Federation and abroad. The paper identifies the technological capabilities and functional purpose of global practices in using chatbots and AI assistants in the field of public services by conducting a comparative analysis of official websites from other countries. An analysis of the potential capabilities of the Russian AI assistant “Robot Max” showed operational indicators of the technological, functional, and sociocultural completeness of one of the most advanced AI assistants in Russia’s public service sector. An analysis of global practices in the application of AI assistants for the public sector enables us to pinpoint elements that enhance the efficiency of their use. This includes the existence of a comprehensive state strategy for the advancement of artificial intelligence in general and the application of AI assistants in the public sector in particular. To advance AI in the public sector, the state must provide systematic financial and organizational support for pertinent scientific research, develop and enhance the regulatory framework for the use of AI assistants, ensure cybersecurity measures and complete protection of citizens’ personal data when using AI assistants, and guarantee the security and dependability of the data that AI assistants use to evaluate user requests and make decisions.