OTTAWA—As artificial intelligence becomes increasingly prevalent in private sector customer service, the Canadian government is also exploring ways to incorporate AI into its operations. Chatbots are one potential application being considered.
Stephen Burt, the government’s chief data officer, highlighted the use of AI chatbots in private call centers to improve customer service. He envisions similar applications within the Canadian government, particularly in services such as EI, Old Age Security, and immigration processes.
Burt also mentioned the potential for AI to assist civil servants in managing large volumes of government data. This could be particularly beneficial in departments like the Treasury Board of Canada, which oversees government finances, hiring, and technology.
The federal government is in the process of developing an AI strategy, with plans to launch it next March. The goal is to encourage departments to experiment with AI applications openly to determine the most effective uses.
While the specific use cases for AI in the government are still being defined, there are considerations around privacy and data protection. Joanna Redden, an associate professor at Western University, has documented various AI applications in the Canadian government, highlighting the need for careful consideration of privacy implications.
As discussions around AI in government continue, there are concerns about the adequacy of existing privacy legislation. University of Ottawa law professor Teresa Scassa emphasized the importance of updating privacy laws to address the challenges posed by AI technologies.
Overall, the integration of AI into government operations presents both opportunities and challenges. It will be essential for policymakers to strike a balance between leveraging AI for improved efficiency and safeguarding privacy and data security.
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