A Public Sector Network report

The ethics of artificial intelligence and customer experience in government service delivery

Artificial intelligence (AI) has become prevalent across almost every industry, including within the public sector. AI is used in many common devices that most of us have in our homes, as well as in very complex formats across government and the private sector. Therefore, it is high time for governments to update the AI framework and guidance for the public sector with a more customer-centric perspective.

This paper explores the ethics of AI, particularly in the field of frontline government service delivery, and how it has the enormous ability to further enhance the work that government is already engaged in.

Download the report to learn:

  • What are ethics in the context of AI
  • An AI ethics framework
  • How to ensure responsible and trustworthy use of AI
  • CX in the context of conversational AI
  • The perils of unregulated AI