Local governments are increasingly making online services available to residents, but then end up drowning in follow-up emails that take up valuable resources to answer. Machine learning may be a solution.

This case study explores how the state of Mississippi optimized and implemented their MISSI chatbot to answer constituent questions and ease the workload on call center personnel. The case is discussed through three core ...

This survey explores how agencies can improve both constituent and staff satisfaction by automating content-centric processes. 126 state, county and local government leaders were surveyed with questions asked about how ...

This white paper examines the potential harms of artificial intelligence (AI), and provides recommendations for policy and decision makers in government and industry organizations to create pathways for affected individuals ...